IT Specialist

WHAT WE OFFER

• Competitive Salary Packages
• Professional Development Opportunities
• Hybrid Work Setup
• Equipment Provided
• Day 1 HMO
• Life Insurance

POSITION OVERVIEW
The IT Specialist supports, maintains, and optimizes the organization’s hybrid IT infrastructure, including on-premises, virtual, cloud, Windows Server, Linux, network, storage, and endpoint environments. The role helps ensure the availability, performance, security, and reliability of critical IT services while supporting compliance with organizational policies and PCI DSS requirements.

The position also serves as the technical escalation point for the IT Helpdesk, handling hardware, software, system, and infrastructure-related issues that cannot be resolved through standard front-line support. The role monitors escalated tickets, coordinates with internal teams and vendors, and supports timely resolution in accordance with established SLAs and security standards

WHAT WILL YOU DO?
Main Responsibilities

• Monitor and maintain on-premises, virtualized, and cloud infrastructure to ensure availability, performance, and reliability.
• Administer Windows Server, Linux, virtualization, network, storage, and endpoint environments.
• Manage hardware installation, configuration, troubleshooting, repair, upgrades, replacement, and lifecycle activities.
• Handle escalated hardware issues involving endpoints, servers, network equipment, storage devices, and peripherals.
• Review system health, alerts, logs, resource utilization, patches, updates, and security events; escalate critical issues as required.
• Manage user accounts, security groups, permissions, access reviews, onboarding, and offboarding requirements.
• Maintain infrastructure security and PCI DSS compliance, including audit evidence and technical documentation.
• Manage IT assets, software licenses, inventory records, maintenance, and vendor support.
• Recommend improvements to infrastructure security, reliability, performance, and operational efficiency

Technical Support

• Handle Helpdesk ticket overflow and escalated hardware, software, account, network, and system issues.
• Troubleshoot complex incidents and coordinate unresolved issues with internal teams or vendors.
• Monitor assigned tickets and provide updates through resolution or proper handover.
• Document actions and resolutions and recommend improvements for recurring issues.

Operational Coordination

• Coordinate infrastructure incidents and requests with the Helpdesk, internal teams, and service providers.
• Monitor ticket assignments, progress, and SLA compliance.
• Ensure incidents, alerts, actions, and handovers are properly documented.
• Coordinate vendor maintenance, repairs, and service restoration.

Additional Duties

• Perform assigned infrastructure-related tasks and projects.
• Recommend and implement approved operational improvements.
• Participate in on-call support, emergency troubleshooting, and scheduled maintenance.
• Work outside regular hours when required for critical incidents or approved maintenance.

WHAT SHOULD YOU HAVE?

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, and other related fields.
• Minimum 3 years' experience as an IT Specialist / IT Support
• The ability to install, configure, and maintain multi-layer switches and routers.
• Knowledge of Server Support for Windows Server.
• Remote support experience via ticketing and calls.
• Knowledge of Firewalls Ubiquity products (UDM pro, PFSENSE, and Fortinet).
• Strong knowledge of TCP/IP.
• Knowledge of routing and routing protocol BGP.
• Relevant knowledge of Workspace environment for Google and Microsoft.
• Relevant experience with ESET or other antimalware solutions.
• Intermediate to advance computer hardware and software troubleshooting.
• Inventory Management knowledge
• Vendor Management knowledge.
• Strong interpersonal communication skills.
• Proven ability to work as part of a team, also being self-directed and motivated.