IT Support Specialist

• Provide second- and third-line technical support to UK business clients, taking ownership of incidents and service requests through to resolution or appropriate escalation.
• Administer and troubleshoot Microsoft 365 services, including Exchange Online, SharePoint, OneDrive, and Microsoft Teams.
• Support Microsoft Entra ID, multi-factor authentication (MFA), Conditional Access policies, and Microsoft Intune.
• Troubleshoot Windows 10/11 devices, Windows Server, Active Directory, and Group Policy issues.
• Diagnose networking and connectivity issues involving DNS, DHCP, VPNs, firewalls, and related infrastructure.
• Support endpoint security, patch management, device compliance, and backup processes.
• Manage support tickets independently, prioritise work appropriately, and provide timely, clear updates to clients.
• Maintain accurate ticket notes, configuration records, and technical documentation.
• Assist with user onboarding and offboarding, device setup, Microsoft 365 migrations, and other IT projects.
• Escalate complex or security-sensitive issues promptly and follow agreed procedures.
• Protect client data and follow security, confidentiality, and service-management policies.

Requirements:

• At least 2–3 years of hands-on IT support experience; experience in a Managed Service Provider (MSP) environment is preferred.
• Practical experience supporting Microsoft 365, including Exchange Online, SharePoint, OneDrive, and Teams.
• Working knowledge of Entra ID, MFA, Conditional Access, and Intune.
• Experience with Windows 10/11, Windows Server, Active Directory, and Group Policy.
• Good understanding of networking, VPNs, firewalls, DNS, DHCP, and general connectivity troubleshooting.
• Exposure to endpoint security, patching, backups, and device management.
• Ability to troubleshoot systematically, manage tickets, document work accurately, and take ownership of issues.
• Clear spoken and written English, with the confidence to explain technical matters in straightforward language to UK clients.
• Reliable, proactive, organised, client-focused, and able to work independently with minimal supervision.
• Willingness and ability to work full-time from the Lekki office during UK business hours for the first six months.