IT/IT Infrastructure

Senior IT Support Specialist
Reporting to: IT Infrastructure Manager
Location: GuardMe International Insurance
Overview:
The Senior IT Support Specialist is responsible for ensuring the reliability, availability, integrity, stability, and efficient operation of the desktop and cloud-based environments within GuardMe International Insurance. This role involves advanced support in deskside support, networking, server administration, and a strong focus on Microsoft Azure cloud services and Microsoft 365 support for employees.
Responsibilities:

Provide proactive deskside and remote support to on-site and mobile users to ensure all systems, software, and cloud services are functioning at maximum efficiency.
Deliver advanced support and troubleshooting for Microsoft Azure services, including Azure Active Directory, virtual machines, storage, networking, and security configurations.
Provide advanced support for Microsoft 365 applications and services, including Exchange Online, SharePoint, Teams, OneDrive, Intune, and Microsoft 365 security and compliance features.
Monitor and maintain Azure-based infrastructure, ensuring optimal performance, cost-efficiency, and compliance with organizational policies.
Analyze, resolve, and escalate complex operational and procedural problems related to system software, cloud services, and performance to the Infrastructure team.
Ensure all issues are documented with resolutions for future reference in ServiceNow.
Create and maintain comprehensive documentation related to systems, applications, Azure configurations, and processes.
Maintain a deep working knowledge of business applications, current infrastructure, Azure services, and future trends in cloud computing.
Collaborate with other Infrastructure staff to ensure efficiency and cooperation between projects, development, and diagnostic efforts, especially in hybrid cloud environments.
Proactively identify opportunities for operational efficiency through Azure-based technology refreshes, migrations, and consolidations.
Support the IT and software asset management program; participate in audits, producing necessary documentation, reports, and explanations.
Recommend emerging Azure and Microsoft 365 products, services, protocols, standards, and best practices in support of the business.
Participate in cross-team implementation and support of cloud solutions, with a primary focus on Azure and other managed cloud services.
Ensure cybersecurity practices are in line with industry standards and Azure security best practices, including regular security audits, vulnerability assessments, and incident response.
Provide advanced support for networking environments, including IP switch networks, packet capture & inspection, VLANs, and QoS in VoIP.
Administer and troubleshoot Windows and Linux server systems, including hybrid integrations with Azure.
Utilize monitoring and analysis systems, including Azure Monitor and Log Analytics, per business standards.
Maintain all workspaces and installation sites of technical infrastructure in a tidy and efficient manner.
Read, acknowledge, and comply with all policies and procedures of the business.
Attend privacy and security training during onboarding process as well as annually thereafter.
Any employee who becomes aware of an incident or potential incident that may result in the unauthorized access, use, copying, alteration, or disclosure of personal information that may be in the possession or control of the business, must immediately notify the Privacy Office.

Qualifications:

Completed post-graduate study in Computer Science/IT or a related field.
6+ years of experience in IT support, including monitoring Windows Servers, MS Active Directory, MS Office 365, and deskside support.
4+ years of hands-on experience with Microsoft Azure, including Azure AD, virtual machines, storage, networking, and security.
Expert-level troubleshooting skills in Windows systems, configuration, best practices, and general administration.
4+ years of experience with Linux server systems administration.
Experience with telephony and VoIP environments, including protocols, differences, and application of QoS in VoIP.
Thorough understanding of IP switch network environments, including packet capture & inspection, VLANs.
Experience with hybrid and managed cloud solutions, with a strong emphasis on Azure.
Experience supporting Microsoft 365 applications and services in an enterprise environment.
Microsoft certifications such as Azure Administrator Associate (AZ-104) or Azure Solutions Architect Expert (AZ-305) are highly desirable.
Cisco and AWS certifications are an asset.

Soft Skills:

Exceptional analytical skills: ability to assess business and technology to facilitate problem-solving and collaboration.
Excellent communication skills: ability to articulate complex IT and Azure-related information in terms understandable by a non-technical audience.
Willingness to learn new systems and vendors, especially within the Microsoft ecosystem.
Organized, responsible, and able to effectively manage multiple concurrent accountabilities.
Self-directed and able to work with minimal guidance.

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