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Key Responsibilities
- Service Desk (Primary)
- Triage, diagnose, and resolve L1 tickets (Windows 10/11, macOS basics, O365 apps, email, printers, VPN, basic networking).
- Perform user lifecycle tasks: account creation, password resets, access requests, distribution groups.
- Maintain asset records and update ticket/knowledge base entries with clear, reusable fixes.
- Escalate L2/L3 issues with full diagnostics and reproducible steps.
- Monitoring (Secondary)
- Microsoft Entra ID / Azure AD: health checks, sign-in risk review, conditional access monitoring, license usage.
- AWS: review CloudWatch/CloudTrail findings, log health, alarms, and cost monitoring via Cost Explorer/budgets; raise anomalies and monthly variance notes.
- Core IT Services: uptime checks for VPN, file shares, VoIP/Teams, internet links, and business apps.
- CCTV & Security: basic CCTV/NVR health checks; flag virtual/IT security threats, failed logins, and suspicious activity to SecOps/L2.
- Cost & Optimisation
- Track Azure/AWS month-to-date spend, tag gaps, idle resources, and propose savings (rightsizing, schedules, cleanup).
- Prepare a simple weekly cost snapshot with highlights/risks.
- Governance & Support to Head of IT and Sr. IT Expert
- Assist with audit logs, evidence gathering, policy rollouts, and change windows.
- Contribute to SOPs/KBs and participate in incident post-mortems.
Nice to Have
- Intune/Endpoint Manager, basic PowerShell, and scripting for automation.
- CCTV/VMS exposure (health checks, storage status, user permission basics, staff IT violations).
- SIEM/EDR familiarity (e.g., Wazuh, Defender for Endpoint).
- Certifications: ITIL 4 Foundation, CompTIA A+ / Network+, AZ-900, AWS Cloud Practitioner.
KPIs / Success Measures
- First Response Time & Resolution within SLA (e.g., P3 ≤ 8h, P2 ≤ 4h).
- First-Contact Resolution rate and CSAT score.
- Monitoring: MTTA/MTTR for alerts, % of actionable vs. noisy alerts reduced.
- Cloud cost variance vs. budget; number of optimisation recommendations implemented.
- Knowledge base contributions/month and documentation quality.
Tools & Environment
- Microsoft 365, Entra ID (Azure AD), Intune
- AWS (CloudWatch, CloudTrail, Cost Explorer/Budgets)
- Ticketing: Freshservice/Jira/ServiceNow/Customized etc
- RMM/Remote tools; basic CCTV (NVR/VMS)
- Endpoint protection/EDR; VPN/Firewall dashboards
Compliance & Security
Adhere to internal IT/security policies and applicable standards (e.g., ISO 27001/GDPR practices), ensuring proper handling of logs, access, and data.
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