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.
