Senior IT Executive

Key ResponsibilitiesEnd-User Support (Onsite & Remote)Provide Level 1 IT support for incidents and service requests via phone, email, chat, and ticketing system.Troubleshoot common issues with Windows/macOS, standard business applications (e.g., Microsoft 365), and collaboration tools.Perform remote support using approved remote access tools to assist offsite users.Set up, configure, and troubleshoot desktops, laptops, monitors, mobile devices, and standard peripherals.Handle user account and access requests (e.g., password resets, basic access provisioning) following internal procedures.Escalate unresolved issues to Level 2/3 teams with clear troubleshooting notes and evidence.Printer & Peripheral SupportInstall and configure local/network printers and drivers.Troubleshoot print issues (offline printer, queue stuck, driver errors, connectivity, basic hardware checks).Coordinate with vendors or facilities for hardware repair when needed.Networking SkillsUnderstanding of TCP/IP, DNS, DHCP, and basic network protocolsAbility to configure and troubleshoot LAN/WAN connectivityKnowledge of network devices (switches, routers, access points)Basic troubleshooting of connectivity issues (ping, traceroute, ipconfig/ifconfig)Awareness of network cabling standards and patch panel managementAbility to identify and resolve simple network faultsFamiliarity with Wi-Fi setup and troubleshootingUnderstanding of firewall basics and port managementPatching SkillsBasic knowledge of operating system patching (Windows, macOS)Ability to follow patch management proceduresUnderstanding of the importance of regular software updates for securityExperience with tools like Windows Update, WSUS, SCCM and Manage EngineAbility to verify patch installation and troubleshoot failed updatesAwareness of rollback procedures in case of patch issuesAbility to communicate patch schedules and impacts to users Basic Door Access & CCTV SupportProvide basic support for door access control (e.g., verifying access issues, basic checks, reporting faults, coordinating with vendors/security/admins).Provide basic support for CCTV access/viewing (e.g., assisting authorized staff with login/access issues, basic workstation/client troubleshooting, escalating system faults).Maintain confidentiality and follow company security policies when handling physical security-related requests. IT Operations & Asset HandlingPrepare and deploy devices for new joiners (imaging/build, baseline apps, updates).Maintain accurate IT asset inventory (devices, accessories, assigned users).Document fixes, FAQs, and known issues in the knowledge base.Follow IT policies for security, patching, antivirus, and acceptable use.

Site Audits & Compliance ChecksConduct scheduled and ad-hoc IT audits of the site environment:Hardware/software inventory validation, license posture checks, and asset labelling accuracy.Workstation health checks (disk space, encryption status, AV/EDR status, backup status where applicable).Server room/IDF/MDF checks: cleanliness, access control, rack/cabling condition, UPS status and alerts.Maintain audit evidence and remediation actions in the ticketing/ITSM system.Required Skills & KnowledgeTechnical Skills (Must Have)2+ year (or equivalent hands-on experience) in IT support / service desk / desktop support.Basic troubleshooting knowledge of:Windows 10/11 (and exposure to macOS is an advantage)Microsoft 365 apps (Outlook, Teams, OneDrive)Hardware troubleshooting (laptops/desktops, docks, monitors)Printers (network printing concepts, drivers, queues)Basic networking concepts (IP address, DNS, Wi-Fi, VPN, connectivity checks)Ability to support remote users and guide users clearly through troubleshooting steps.Physical Security Systems (Basic)Basic familiarity with door access systems, UPS and CCTV viewing/access concepts (user access, client access, basic fault identification and escalation).Comfortable working with security/admin teams and vendors while following access controls.Professional SkillsStrong customer service mindset; able to communicate technical concepts in simple terms.Good ticket documentation and time management.Ability to prioritize multiple requests in a fast-paced environment. QualificationsBachelor’s degree in IT/Computer Science (or equivalent experience).Relevant entry-level certifications are beneficial (e.g., CompTIA A+, Microsoft fundamentals) but not mandatory.Willingness to work onsite as required and occasionally support after-hours activities (planned maintenance/onboarding) if needed.