IT Operations Specialist

This is an independent role that requires a proactive, self-sufficient professional with a passion for technology and process improvement. While acting with autonomy, you will work under the guidance, rules, frameworks, and plans established by EAR T&I (Europe and Africa Region – Technology and Innovation), ensuring that all initiatives align with organizational standards and strategic goals.

Responsibilities

Technical Support

• Provide first-line and second-line support for hardware, software, and network issues, ensuring timely resolution of incidents.

• Troubleshoot, configure, and maintain operating systems, software, and hardware across desktops, laptops, servers, and mobile devices.

• Support users with technical issues, offering training and guidance when needed.

• Manage user accounts, permissions, and security settings in Active Directory, Office 365, and other platforms.

• Oversee IT ticketing systems to track issues, escalate when necessary, and deliver high levels of customer satisfaction.

IT Management

• Plan, implement, and manage IT projects, including system upgrades, migrations, and deployments.

• Develop and enforce IT policies and procedures to ensure compliance and security.

• Monitor and maintain IT systems’ health, including backups, performance, and updates.

• Manage vendor relationships, procurement of hardware/software, and coordinate service contracts.

• Maintain and improve IT asset management processes, ensuring accurate tracking and reporting.

IT Security

• Implement, monitor, and maintain robust security measures to protect systems, networks, and data.

• Conduct regular security assessments, vulnerability scans, and penetration tests to identify and mitigate risks.

• Ensure compliance with security regulations, industry standards, and organizational policies.

• Manage endpoint security solutions, including antivirus, EDR, and encryption tools.

• Oversee access control measures, including the use of multi-factor authentication and role-based permissions.

• Respond to security incidents, conduct investigations, and recommend corrective actions to minimize future risks.

• Stay updated on emerging cybersecurity threats and trends, recommending proactive measures to safeguard systems.

• Collaborate with leadership on developing and testing disaster recovery and business continuity plans.

Process Improvement and Reporting

• Analyse IT processes and workflows to identify opportunities for optimization and efficiency.

• Prepare and present regular reports on IT performance, system uptime, and incident trends.

• Collaborate with leadership to develop and align IT strategy with organizational goals.

• Conduct periodic reviews of IT security protocols and implement enhancements as necessary.

Miscellaneous Responsibilities

• Stay current with industry trends, emerging technologies, and best practices to recommend and implement improvements.

• Serve as a liaison between IT and other departments to facilitate communication and understanding of technical issues.

Qualifications

Education and Experience

• Bachelor’s degree in information technology, Computer Science, or related field (preferred).

• 3+ years of experience in IT support with a focus on system management and/or project management.

Skills and Competencies

• Strong technical knowledge of Windows, macOS, and Linux operating systems.

• Proficiency in networking concepts, including VPNs, firewalls, DNS, DHCP, and TCP/IP.

• Experience with IT management tools, such as ticketing systems, monitoring software, and asset management platforms.

• Familiarity with cloud platforms (e.g., Azure, AWS, Google Cloud) and SaaS tools.

• Excellent problem-solving skills with the ability to work independently under minimal supervision.

• Strong organizational and multitasking abilities to manage diverse responsibilities.

• Effective communication skills to explain technical concepts to non-technical stakeholders.

Certifications (Preferred but not required)

• CompTIA A+, Network+, or Security+.

• Microsoft Certified: Modern Desktop Administrator or Azure Fundamentals.

• ITIL Foundation Certification