Job Description
The Tier 2 IT Support Specialist is responsible for providing advanced technical support, ensuring optimal IT infrastructure performance, and enhancing security measures across WrkPod sites. This role acts as the primary escalation point for complex IT issues, manages IT assets efficiently, and plays a key role in network security, system automation, and IT compliance.
This position is ideal for a highly skilled IT professional with extensive troubleshooting experience, strong analytical skills, and the ability to work in a fast-paced environment while maintaining a customer-first mindset.
Job Title
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IT Support Specialist
Work Schedule
- Day Shift
Job Qualifications/Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 3-5 years of experience in IT support, system administration, or network security.
- Strong expertise in troubleshooting Windows, MacOS, and Linux-based systems.
- Experience with IT security frameworks, penetration testing, and encryption standards.
- Proficiency in helpdesk ticketing systems, remote administration tools, and scripting (PowerShell, Bash, or Python).
- Advanced knowledge of network infrastructure, VPNs, VLANs, and cybersecurity protocols.
Job Responsibilities
- Act as the primary escalation point for unresolved Tier 1 IT issues, providing advanced troubleshooting for hardware, software, and network-related problems.
- Implement automation tools and scripts to streamline IT support processes and reduce downtime.
- Conduct root cause analysis (RCA) and provide recommendations for long-term issue prevention.
- Configure, maintain, and optimize IT infrastructure, including network security, data protection, and cloud services.
- Enforce IT security policies, including data encryption, access control, and incident response procedures.
- Ensure compliance with WrkPod’s cybersecurity framework and conduct regular IT security audits.
- Escalate and coordinate with Tier 3 IT support, external vendors, and service providers for complex system failures.
- Manage virtualisation environments, server configurations, and cloud-based tools as required.
- Maintain a real-time IT asset inventory through automated tracking solutions.
- Implement lifecycle management strategies for company and client-owned IT assets.
- Coordinate preventive maintenance schedules to minimize hardware failures and optimize IT resources.
- Develop and enforce IT procurement standards, ensuring compatibility and security compliance.
- Administer LAN, WAN, VPN, and cloud-based network systems, ensuring optimal connectivity and uptime.
- Configure firewalls, routers, and switches, implementing best practices for cybersecurity and traffic management.
- Monitor network performance, identifying bottlenecks and optimizing bandwidth allocation.
- Maintain and support VoIP systems, ensuring high-quality communication services.
- Perform data backup and disaster recovery testing to ensure business continuity.
- Provide technical guidance to Virtual Assistants (VAs) to ensure seamless operations.
- Assist with VA onboarding, IT training, and system access management.
- Monitor and enforce acceptable use policies, ensuring data integrity and security compliance.
- Develop and maintain technical documentation, knowledge base articles, and IT procedures.
- Ensure compliance with data privacy regulations (e.g., GDPR, DPA) and WrkPod’s internal IT governance policies.
- Conduct periodic system audits, risk assessments, and security awareness training.
- Lead or contribute to technology improvement projects, such as automation, AI-driven IT support, and system integrations.
- Provide technical insights and recommendations for IT budget planning.
- Stay updated on emerging IT trends, cybersecurity threats, and industry best practices.
Good luck and God Bless!