Job Title: IT Support Specialist Experience 5+ years Department: IT Employment Type: Full-Time Job Summary: As an IT Support Specialist at Flyonit, you will provide technical assistance to staff and clients, troubleshoot hardware and software issues, and ensure seamless operation of the companys IT systems. You will be responsible for maintaining, supporting, and improving the companys IT infrastructure, ensuring a smooth, uninterrupted flow of work for all users. Key Responsibilities: Maintain cloud infrastructures’ effectiveness, specifically Microsoft Azure, by identifying and recommending improvements. Deployment, configuration, and maintenance of Azure resources including Azure Entra ID, Intune, Conditional Access, etc. supporting infrastructure stack. Manage and apply regularly security patches and updates to all Azure resources components of the cloud infrastructure to mitigate vulnerabilities. Support IT Azure environments whenever is required. Monitor and optimize Azure resource usage to ensure cost-effective operations without compromising performance. Support seamless integration of cloud infrastructure, facilitating smooth data flow and operations. Support teams and new projects through the planning, design and implementation of cloud infrastructure and platform solutions as required. Manage a virtualized Windows and VMwareESXienvironment, handling configuration, troubleshooting, and documentation. Provide expertise in process control communication networking, including TCP/IP, DNP3, Modbus, OPC, and other relevant protocols, to ensure seamless cloud operation and connectivity. Implement Backup & DR solutions to ensure cloud infrastructure business continuity. Oversee installation, maintenance, and optimisation of cloud solutions for access control. Provide expert technical support across a range of technologies, including Windows, Lunix, SQL and cloud services, ensuring seamless operation. Proactively monitor cloud infrastructure, perform vital health checks, and provide expert support to keep systems running smoothly. Where necessary, provide essential after-hours support, ensuring uninterrupted system availability and rapid response to critical incidents Stay abreast of industry trends and best practices in Azure and cloud infrastructure management In-depth knowledge of security best practices and industry standards (e.g., IEC-64432) Technical Support: Provide first-line technical support for all hardware, software, and network-related issues to employees and clients. Troubleshooting: Diagnose, resolve, and document technical issues related to PCs, servers, printers, operating systems, and applications. Installation and Setup: Assist in the installation and configuration of software and hardware for new and existing employees. Network Support: Monitor, maintain, and troubleshoot network connections, including VPN, Wi-Fi, and LAN, ensuring minimal downtime. System Maintenance: Perform routine maintenance, updates, and patches to software and hardware, ensuring system security and performance. Help Desk Management: Respond to support tickets and inquiries via phone, email, or in-person, tracking issues from initial contact through to resolution. User Training: Provide end-user training for software applications, security protocols, and new system functionalities. Inventory Management: Manage and maintain an inventory of IT hardware, software licenses, and support contracts. Collaboration: Work closely with other IT team members and departments to address issues and implement system upgrades. Documentation: Create and update technical documentation, including troubleshooting guides and user manuals. Backup and Recovery: Ensure regular system backups are conducted, and assist with data recovery as needed. Security: Implement and monitor cybersecurity measures to protect systems from viruses, malware, and unauthorized access. Project Support: Assist with IT projects, such as system upgrades, migrations, and new technology deployments. Key Qualifications: Education: Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience). Experience: Minimum of 5 years of experience in IT support or related field. Proven experience with IT helpdesk operations and troubleshooting. Technical Skills: Strong knowledge of operating systems (Windows, Mac, Linux). Experience with hardware troubleshooting (PCs, printers, routers, etc.). Familiarity with Microsoft Office 365, Active Directory, and remote desktop tools. Knowledge of network protocols (TCP/IP, DNS, DHCP) and network troubleshooting. Experience with virtualization tools (VMware, Hyper-V) is a plus. Understanding of cloud computing platforms (AWS, Azure) is an advantage. Soft Skills: Excellent communication skills, both written and verbal. Strong problem-solving abilities with attention to detail. Ability to work independently and within a team environment. Customer-focused with a friendly and professional demeanor. Strong organizational skills and the ability to prioritize tasks efficiently. Preferred Certifications: CompTIA A+, Network+, or equivalent certifications. Microsoft Certified Solutions Expert (MCSE). ITIL Foundation or similar service management certification. Networking: Deep understanding of TCP/IP, network security, VPNs, and firewalls. OS Administration: Expertise in Windows, Linux, macOS, and automation with PowerShell or Bash. Cloud Services: Experience with AWS, Azure, GCP, and cloud security. Virtualization & Containers: Proficiency in VMware, Hyper-V, Docker, Kubernetes. Hardware Troubleshooting: Advanced skills in server, storage, and peripheral troubleshooting. Cybersecurity: Knowledge of endpoint protection, compliance (GDPR, HIPAA), and incident response. Automation: Familiarity with tools like Ansible, scripting in Python or PowerShell. Database Management: SQL/NoSQL expertise, backup, and recovery strategies. Helpdesk Tools: Advanced use of RMM tools (SolarWinds, ConnectWise) and ticketing systems (Jira, ServiceNow). DevOps: CI/CD pipelines, monitoring tools like Prometheus or Nagios. Disaster Recovery: DR planning and backup solutions. Soft Skills: Problem-solving, communication, and leadership.