About the Role
This position involves building, maintaining, and supporting IT systems and infrastructure for both internal teams and clients. The individual will contribute to larger internal and client builds, and handle the resolution of technical tickets and escalations from first-line support. The primary goal is to ensure that IT systems and infrastructure are secure, reliable, and fit for purpose, while delivering new builds that are thoroughly tested, documented, and supportable by the wider team.
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Key Responsibilities
Systems Build & Implementation
- Build and configure systems, infrastructure, and services.
- Contribute to larger internal and client builds as part of the wider team.
- Test implementations for functionality, security, and supportability.
- Hand over completed work with appropriate documentation and support procedures in place.
Infrastructure Operations & Maintenance
- Maintain servers, cloud services, networks, and firewalls according to agreed standards.
- Monitor availability, performance, and capacity, acting proactively to prevent user impact.
- Complete patching, backups, and restore tests as per schedule.
- Identify aging or unreliable components and recommend necessary improvements.
Technical Support
- Resolve technical tickets from internal teams and clients within agreed Service Level Agreements (SLAs).
- Handle escalations from first-line support and address root causes.
- Keep requesters informed about progress, next steps, and expected resolution times.
- Promptly and clearly escalate issues that exceed the role’s authority or expertise.
Access, Security & Change Control
- Administer tools and platforms, including accounts, groups, and permissions.
- Apply Multi-Factor Authentication (MFA), endpoint protection, and configurations consistently across systems.
- Assess, test, and document changes, preparing rollback steps as necessary.
- Support the tracking of licenses, domains, certificates, and renewals.
Documentation & Continuity
- Maintain configuration records, network diagrams, and operating procedures.
- Document troubleshooting findings, known issues, and recovery steps for future reference.
- Store credentials and recovery information only in approved secure systems.
- Ensure that every maintained system can be supported and recovered by another team member.
Delivery & Time Management
- Deliver assigned work within agreed scope, estimates, and deadlines.
- Accurately log time against internal and client work, including project tasks.
- Treat time as a cost and avoid unnecessary complexity and rework.
- Provide clear updates on progress, system health, outstanding issues, and risks.
Requirements
- 3+ years of hands-on IT experience across systems, infrastructure, and user support.
- Proven experience in system building and maintaining systems post-launch.
- Structured and methodical approach to troubleshooting and root cause analysis.
- Experience in administering user accounts, permissions, and access across business tools.
- Practical understanding of networking, servers, cloud services, and backups.
- Experience resolving technical tickets and escalations for both internal users and clients.
- Proficient in producing clear documentation and adhering to change control procedures.
- Demonstrated ability to quickly learn unfamiliar systems.
- A degree, diploma, or equivalent practical experience.
Nice to Have
- Google Workspace administration and security.
- Experience with Linux, Docker, Proxmox, or other virtualization platforms.
- Bash or Python scripting for automation.
- Familiarity with DNS, domains, SSL certificates, and web hosting.
- Knowledge of device management, SSO, and centralized access control.
- Experience with monitoring tools such as Grafana.
- Experience supporting multiple clients or business entities.
Benefits
At the company, we value each team member and believe in building high-performing teams within a collaborative and close-knit environment that encourages ownership, accountability, and long-term growth.
- Premium Medical Insurance: Your health and well-being are our priority.
- Performance-Based Bonuses: Annual rewards based on your contributions and impacts.
- Corporate Benefits: Including gifts for special occasions and team-building activities.
Why Join Us?
- Make an Impact: Your work will directly contribute to our organizational growth and financial health.
- Collaborate Globally: Work with dynamic teams across multiple countries.
- Innovative Environment: We value innovative ideas and move quickly to implement improvements.
- Great Culture: We work hard, support each other, and enjoy what we do.
