We are seeking a highly skilled Senior IT Specialist with broad expertise in IT support, systems administration, network management, and minor database administration. The ideal candidate will provide advanced technical support at all levels (Level 1, 2, and 3) and ensure smooth IT operations across the organization. This role requires in-depth knowledge of infrastructure, security, cloud technologies, and minor experience in database management.
Key Responsibilities
• Level 1, 2, and 3 Support:
o Level 1 Support: Provide first-level support by diagnosing and resolving basic technical issues related to hardware, software, and networks. Escalate more complex problems to appropriate levels.
o Level 2 Support: Handle escalated issues from Level 1, including more advanced troubleshooting of system and network issues. Support software installations, system configurations, and network maintenance.
o Level 3 Support: Act as the highest escalation point for critical and complex issues. Perform root cause analysis, develop solutions, and collaborate with specialized teams to resolve challenging incidents.
• System Administration: Administer and maintain server environments, including installations, upgrades, backups, and monitoring. Ensure system stability and security across Windows, Linux, and cloud systems.
• Network Administration: Manage and troubleshoot network infrastructure, including switches, routers, firewalls, VPNs, and wireless networks, ensuring high availability and performance for end-users.
• Database Management: Assist with basic database tasks such as performance monitoring, backups, minor troubleshooting, and maintenance for database systems like MySQL, SQL Server, or PostgreSQL.
• Cybersecurity: Implement and monitor cybersecurity measures to protect systems and data from potential threats. This includes firewalls, endpoint protection, and access management.
• Cloud and Virtualization: Support cloud services (AWS, Azure) and virtualization platforms (VMware, Hyper-V). Assist with the deployment and administration of virtual machines and cloud-based applications.
• Backup and Disaster Recovery: Oversee regular backups of critical systems and data. Assist in the development and testing of disaster recovery plans to minimize downtime in the event of system failures.
• Automation and Scripting: Develop scripts to automate routine tasks, improve efficiency, and minimize manual interventions in daily IT operations.
• Documentation: Maintain thorough documentation for all technical procedures, incidents, and solutions to improve efficiency and knowledge sharing within the IT department.
• Vendor Coordination: Liaise with external vendors and service providers for escalated issues, system upgrades, and hardware replacements, ensuring service level agreements (SLAs) are met.
Qualifications
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 5+ years of experience in IT support, system administration, and network engineering, with experience in Level 1, 2, and 3 support roles.
• Minor experience in database management, including basic knowledge of SQL and database administration practices.
• Proficiency in Windows and Linux operating systems, cloud services (AWS, Azure), and virtualization platforms (VMware, Hyper-V).
• Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP) and cybersecurity best practices.
• Relevant certifications such as CompTIA A+, NetworK+, SecuritY+, or Microsoft Certified: Azure Administrator are preferred.
Skills and Competencies
• Technical Proficiency: Advanced knowledge in troubleshooting and maintaining systems, networks, and databases.
• Problem-Solving: Ability to resolve complex IT issues across all levels of support.
• Collaboration: Work closely with Level 1 and Level 2 support teams to mentor and provide guidance when needed.
• Communication: Clearly communicate technical concepts to both IT staff and non-technical users.
• Organizational Skills: Efficiently manage multiple tasks and prioritize work to meet deadlines