Senior IT Support Engineer Mondia Media

Provide prompt and effective IT support to office users, diagnosing and resolving hardware, software, and network issues

• Respond to service requests via ticketing systems or in person, ensuring issues are addressed within agreed Operating Level Agreements (OLAs).

• Assist with setting up new workstations, including hardware and software installations, configurations, and updates

• Ensure all office IT equipment (computers, printers, etc.) is maintained and functioning correctly

• Ensure that office systems adhere to security protocols and best practices, including antivirus updates, software patches, and network security

• Managing onboarding and offboarding procedures from an IT perspective

• Maintain accurate records of IT assets, configurations, and network architecture

• Document troubleshooting procedures, resolutions, and system configurations to create a knowledge base for future issues

• Assist in IT projects such as hardware upgrades, software deployments, and system migrations

• Coordinate with external vendors and service providers to ensure the delivery of IT services and support

Technical Competencies/Skills:

• Advanced knowledge of both Windows and macOS operating systems, including installation, setup, configuration, updates, and comprehensive user support

• Strong knowledge and hands-on experience with Microsoft Windows workstations and the Microsoft Office 365 suite, including administration of accounts, email, and collaboration tools

• expertise in hardware troubleshooting, network connectivity, and peripheral device support (printers, scanners, etc.)

• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, etc.) with the ability to troubleshoot and resolve network connectivity issues, both wired and wireless. Knowledge of basic network configurations (routers, switches, firewalls)

• Proficient in implementing and maintaining IT security protocols, including antivirus/anti-malware solutions, software patches, firewall configurations, and network security best practices

• Expertise in tracking and managing IT assets, including hardware inventory, software licenses, and network configurations. Ability to maintain detailed records to ensure compliance and optimal resource utilization

• Experience managing user accounts, permissions, and groups within Active Directory, Microsoft Azure AD, or other identity management platforms. Strong grasp of single sign-on (SSO), multi-factor authentication (MFA), and access controls.