The Help Desk / Network Administrator provides technical support to employees while assisting with the administration, maintenance, security, and reliability of the organization's IT infrastructure.

This position serves as a primary point of contact for end-user technical issues and is responsible for resolving hardware, software, account, connectivity, and application problems. The role also supports network infrastructure, Microsoft 365, endpoint management, identity and access management, security systems, and other business technology.

The ideal candidate is comfortable working directly with users while also troubleshooting more infrastructure issues and independently carrying technical tasks through to resolution.

Key Responsibilities

Help Desk & End-User Support

• Provide Tier 1 and Tier 2 technical support for employees.
• Troubleshoot Windows desktops and laptops, applications, printers, mobile devices, peripherals, and connectivity issues.
• Respond to and manage support tickets from initial report through resolution.
• Diagnose problems using remote support tools and direct user interaction.
• Escalate complex issues when appropriate while documenting troubleshooting performed.
• Assist employees with Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and related services.
• Support conference rooms, video conferencing equipment, and other office technology.
• Maintain accurate documentation of incidents, resolutions, procedures, and recurring problems.

User & Identity Administration

• Create, modify, and disable user accounts as part of employee onboarding, changes, and offboarding.
• Assist with password resets, multifactor authentication, account lockouts, and authentication issues.
• Follow established access-control and security procedures when granting or modifying access.
• Assist with shared mailboxes, distribution lists, Teams, SharePoint permissions, and other collaboration resources.

Endpoint Administration

• Configure, deploy, maintain, and troubleshoot Windows workstations and laptops.
• Maintain operating system and application updates.
• Assist with endpoint security, antivirus/EDR, encryption, and device compliance.
• Maintain hardware and software inventory.
• Prepare equipment for new employees and recover and process equipment from departing employees.

Network Administration

• Monitor and maintain LAN, WAN, Wi-Fi, VPN, and Internet connectivity.
• Troubleshoot network connectivity, DNS, DHCP, VLAN, and firewall-related issues.
• Assist with the configuration and maintenance of switches, wireless access points, firewalls, and other network equipment in the South Africa regions.
• Identify and resolve network performance and availability problems or escalate.
• Maintain network documentation, including equipment inventories, configurations, and diagrams.
• Coordinate with Internet, telecommunications, and other technology vendors when necessary.

Systems & Cloud Administration

• Assist with administration of Windows servers and related infrastructure.
• Support Directory and/or Microsoft Entra ID environments.
• Monitor system health, storage, backups, and infrastructure alerts.
• Assist with Microsoft 365 administration, including Exchange Online, Teams, SharePoint, and OneDrive.
• Assist with cloud services and business applications used throughout the organization.
• Perform routine system administration and maintenance according to established procedures.
• Assist with backup, recovery, and business-continuity processes.

Security

• Follow and help enforce organizational cybersecurity policies and standards.
• Investigate  suspicious emails, endpoint alerts, authentication events, and other potential security incidents.
• Assist  employees with identifying phishing and other social-engineering attempts.
• Maintain appropriate endpoint security and patching.
• Assist with vulnerability remediation and security configuration.
• Escalate suspected security incidents immediately according to established procedures.
• Apply the principle of least privilege when administering systems and user access.

Documentation & IT Operations

• Create and maintain technical documentation, troubleshooting procedures, and knowledge-base articles.
• Maintain accurate asset and licensing records.
• Identify recurring technical problems.
• Assist with IT projects, system deployments, upgrades, migrations, and      infrastructure improvements.
• Work with vendors and service providers to troubleshoot and resolve technical      issues.

Required Qualifications

• 2+ years of experience in IT support, help desk, desktop support, network administration, systems administration, or a similar technical role.
• Strong knowledge of Windows desktop operating systems.
• Working knowledge of Microsoft 365 administration and applications.
• Understanding of TCP/IP networking, DNS, DHCP, VPNs, Wi-Fi, switching, and basic routing.
• Experience  troubleshooting computer hardware, software, printers, and network connectivity.
• Understanding of user accounts, permissions, groups, and identity management.
• Familiarity with cybersecurity fundamentals, including MFA, phishing, endpoint protection, patching, and least-privilege access.
• Ability to systematically troubleshoot technical problems and determine root causes.
• Ability to communicate technical concepts clearly to non-technical employees.
• Strong organizational skills and ability to manage multiple support requests and priorities.

Preferred Qualifications

• Experience administering Microsoft Entra ID and Microsoft 365.
• Experience with Microsoft Intune or another endpoint-management platform.
• Experience with Windows Server and Active Directory.
• Experience configuring or troubleshooting enterprise switches, firewalls, wireless networks, and VPNs.
• Experience with PowerShell or other scripting/automation tools.
• Experience with backup and disaster-recovery systems.
• Experience with cloud platforms such as Microsoft Azure or AWS.
• Familiarity with IT security tools, endpoint detection and response (EDR), email security, and security monitoring.
• Experience supporting a multi-site organization.
• CompTIA A+, Network+, Security+, Microsoft, Cisco, or equivalent certifications are beneficial but not required.

Skills & Competencies

• Strong troubleshooting and analytical ability.
• Customer-service-oriented approach to technical support.
• Ability to work independently and recognize when escalation is appropriate.
• Strong written and verbal communication skills.
• Attention to detail when working with permissions, configurations, and security.
• Ability to prioritize business-impacting issues appropriately.
• Willingness to learn new technologies and take ownership of unfamiliar problems.
• Ability to document technical work clearly enough for another IT professional to understand and reproduce.

Physical & Operational Requirements

• Ability to lift and move computers, monitors, printers, and other IT equipment.
• Ability to install or troubleshoot equipment underneath desks, in network closets, and other office locations.
• May occasionally require after-hours work for maintenance, upgrades, outages, or emergency support.
• May require travel between company locations.
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• Work Schedule: XXXXX