IT Support Administrator

About Us:We are a leading real estate development company, recognized for delivering exceptional projects globally and setting new benchmarks in the industry.We are seeking a proactive and customer-focused IT Support Specialist to join our dynamic team. You will be the frontline hero of our IT department, providing essential technical support to our employees and ensuring the smooth operation of our core systems. This is a hands-on role perfect for a problem-solver who enjoys a mix of user support and basic system administration.Key Responsibilities:User Support & Troubleshooting:Act as the first point of contact for IT support requests via phone, email, and our ticketing system.Diagnose and resolve Level 1/2 issues related to hardware (desktops, laptops, printers, mobile devices) and software.Support users with email configuration, password resets, Multi-Factor Authentication (MFA) setup, and account unlocks.Provide expert assistance on common applications including Windows OS, Microsoft 365 Suite, Teams, VPN clients, and various browsers.System Administration & Operations:Perform basic Active Directory tasks: user account creation/disabling, group membership updates, and password resets.Assist in Microsoft 365 admin tasks such as mailbox management, license assignment, and distribution group updates.Perform basic network troubleshooting (connectivity, IP configuration, Wi-Fi, VPN).Lead IT onboarding and offboarding activities, including system setup, access provisioning, and equipment handling.Maintain accurate records in our IT asset inventory and knowledge base.Ticketing & Process Management:Log, track, and resolve all incidents and service requests using our IT ticketing system.Adhere to and meet defined Service Level Agreements (SLAs) for response and resolution times.Escalate complex issues to Level 2/3 teams appropriately and follow up to ensure resolution.Create and maintain clear, user-friendly technical documentation and guides.Security & Compliance:Uphold and enforce IT security policies, procedures, and standards.Identify and report security threats, including phishing attempts and suspicious activity.Educate and guide users on security best practices (MFA, password hygiene, device security). Required Qualifications & Experience: Bachelor’s degree in information technology, Computer Science, or a related field. 4-5 years of proven experience in an IT Support, Service Desk, or similar technical support role. Strong technical knowledge of Microsoft Windows 10/11, Microsoft 365/Office 365 administration, and basic networking concepts. Hands-on experience with Active Directory, Microsoft 365 Admin Center, and a major ticketing system (e.g., Freshservice, ServiceNow, Jira). Excellent verbal and written communication skills with a strong customer-service orientation. Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment with minimal supervision. Preferred Certifications (A Plus!): ITIL Foundation Microsoft Fundamentals (AZ-900, MS-900) Cisco CCNA Legacy Microsoft certifications (MCSA, MCSE) are also valued.