Job Duties and Responsibilities

2.1 Helpdesk & Incident Handling

Receive, classify, and resolve L1/L2 tickets in the Support System (GLPI) in accordance with the Support System Guideline.
Acknowledge and respond to tickets within the defined SLA (High ≤ 15 minutes / Medium ≤ 30 minutes / Low ≤ 60 minutes).
Correctly distinguish between Requests and Incidents; assign severity and urgency; escalate security or privacy-related incidents to the ISMS Manager immediately.
Provide technical support for Windows 10/11, Microsoft 365 applications, Teams, SharePoint, printing, VPN, Wi-Fi, and meeting-room equipment.
Record root cause and resolution in the ticket so that the record is complete and traceable.

2.2 Device and Account Management

Create accounts for new joiners (Microsoft 365 / Entra ID, SharePoint, GitLab), ensure MFA is enabled at creation, and issue the Newcomer information package.
Allocate, install, and hand over devices with signed Asset Handover Minutes; update the Asset Management System and Software License List.
Execute the leaver process on the last working day: lock all accounts, retrieve devices, complete the Resignation checklist, and update all registers.
Amend or revoke access when an associate changes project, role, or department.
Perform monthly device stock checks and prepare devices for reuse (secure wipe, re-imaging, encryption, endpoint agent installation).

2.3 Microsoft 365 Administration

Administer users, groups, licenses, shared mailboxes, distribution lists, and SharePoint/Teams permissions.
Handle MFA and self-service password reset configuration, troubleshooting, and user guidance.
Support Conditional Access, Intune device compliance, Microsoft Defender alert triage, and retention settings under the guidance of the IT Lead.
Monitor service health and license usage; report unused, duplicated, or orphaned licenses.

2.4 Security Operations Support

Apply and verify OS and application patches; track vulnerability assessment and penetration test findings through to closure.
Verify endpoint protection, antivirus status, and disk encryption across all devices; follow up on non compliant machines.
Implement approved firewall and VPN access requests (Sophos XGS) following the defined approval workflow.
Support backup monitoring and participate in scheduled restore testing.
Support security awareness activities and produce short user guidance materials.

2.5 Records, Reporting and Audit Support

Maintain the Account Management register, Asset Management System, Software License List, and related checklists accurately and on time.
Provide ticket, asset, and compliance data for the monthly IT report and IT KPI dashboard.
Retrieve and present records required during internal and external ISO/IEC 27001 audits.
Update and improve runbooks, checklists, and user guides based on recurring issues.

2.6 Escalation Boundaries

The following activities must always be escalated for approval and must not be self-approved:
Granting privileged or administrative access
Firewall rule changes or new external exposure
Policy exceptions (e.g. personal device use, data export)
Any incident involving customer data or personal information (PII)
Purchases, production downtime, or destructive restore

Required Qualifications

2.5+ years experience in IT helpdesk or IT support, supporting at least 50 users in an office environment.
Hands-on experience with the Microsoft 365 Admin Center: creating users, assigning licenses, managing groups and shared mailboxes, resetting MFA.
Strong Windows 10/11 troubleshooting skills; working knowledge of Entra ID / Active Directory concepts (accounts, groups, permissions).
Basic networking knowledge: DHCP, DNS, VPN, Wi-Fi, switches and access points; able to isolate user side issues from network issues.
Experience working with a ticketing system, with discipline in logging and updating tickets properly.
Careful, accurate, and willing to follow documented processes and maintain records.

IT HelpDesk