IT and Operations Support Officer

Key Responsibilities

• Provide day-to-day IT support to staff across head office and remote sites, including troubleshooting and resolving issues related to Microsoft 365, Zoho, Monday.com, Houzz Pro, and the company’s custom-built core application.

• Administer user accounts, permissions, and access controls across cloud platforms and the local NAS server.

• Assist with onboarding and offboarding processes, including configuration and enrolment of laptops, mobile phones, printers, and network drives.

• Perform routine monitoring of NAS access, backup status and connectivity, resolve first-level user and synchronisation issues, and escalate infrastructure, firmware and security matters to the external IT provider.

• Support and troubleshoot VPN and remote desktop access issues using TeamViewer and Scale fusion remote management tools.

• Collaborate with the internal development team and outsourced IT service providers for escalated issues related to server maintenance, security, and critical system operations.

• Review quarantined emails, assist users with suspected phishing and spam issues, and escalate security incidents in accordance with company procedures.

• Perform equipment setup and deployment during new hires and existing employee transitions, including password updates across platforms and device enrolment in Apple Business Manager and Scalefusion MDM.

• Document IT issues, support requests, and resolutions to maintain accurate records and improve service quality.

• Support staff training and communication on IT systems usage and best practices to enhance productivity.

• Participate in technology upgrades, migrations, and system expansions in line with company growth and security requirements.

• Provide first-level user support for the company’s custom-built project and docket portal, including access, job allocation, docket approval, project records and related mobile-site connectivity issues.