Job Description

We are seeking a highly experienced Technical Support & IT Operations Associate to join our team. The ideal candidate will be responsible for providing top-level technical support, leading, managing, maintaining and improving our IT infrastructure, and ensuring the security of our systems through regular cyber security reviews and proactive breach prevention. In addition, this role will involve the implementation of new technologies, ensuring their smooth integration into our current processes, and training staff to maximize their use. This role is crucial to ensuring the seamless operation of our IT infrastructure while providing the highest levels of technical support and cybersecurity vigilance. The right candidate will not only resolve issues but also anticipate future challenges and proactively improve systems.

Key Responsibilities:

Technical Problem Solving & Support:

- Diagnose and resolve complex technical issues, providing lasting solutions that prevent recurrence.

- Ensure consistent high-quality support and service for both hardware and software across the organization.

- Act as an escalation point for advanced technical issues and provide hands-on assistance when required.

IT Process Improvement & System Maintenance:

- Maintain and improve current IT processes, identifying areas for optimization and implementing necessary updates.

- Oversee the health and performance of IT systems, ensuring minimal downtime and high operational efficiency.

- Collaborate with other departments to ensure IT systems are aligned with overall business objectives.

Cybersecurity Review & Risk Management:

- Perform regular cybersecurity assessments and audits, identifying vulnerabilities and implementing proactive security measures.

- Develop strategies to prevent potential breaches and ensure data protection compliance.

- Stay informed on the latest cybersecurity threats and best practices, ensuring the company is prepared to mitigate risks.

Technology Implementation & Staff Training:

- Research, evaluate, and implement new technologies to improve operational efficiency and competitiveness.

- Ensure smooth deployment of new software and hardware, collaborating with vendors and stakeholders as necessary.

- Create and deliver training sessions to staff on new technologies, ensuring ease of use and full adoption.

Team Leadership & Management:

- Manage and mentor a small team of technical support staff, providing guidance, setting goals, and ensuring optimal performance.

- Coordinate team efforts to prioritize tasks and ensure timely resolution of all technical issues.

- Conduct regular performance reviews and provide ongoing training and development opportunities for the team.

Qualifications:

- Proven experience in technical support, IT operations, and team management, with at least 5+ years in a senior role.

- Strong understanding of IT infrastructure, networking, hardware, and software troubleshooting.

- Expertise in cybersecurity principles, threat detection, and prevention.

- Experience with technology implementation and process optimization.

- Ability to communicate technical concepts clearly to non-technical staff.

- Leadership skills with a strong focus on team development and operational excellence.

- Relevant certifications (e.g., CompTIA, CISSP, ITIL) are highly desirable.

Skills:

- Strong problem-solving and decision-making skills.

- Excellent leadership and communication abilities.

- Deep understanding of network administration, servers, and virtualization.

- Cybersecurity expertise, including incident response and data protection.

- Familiarity with cloud platforms, automation tools, and software deployment processes.

- Experience in developing and delivering technical training to staff.

Job Type: Full-time

Pay: From 40,000.00 per year

Schedule:

Monday to Friday
Application question(s):

Tell me about your experience with ISO 9001
Experience:

Technical support: 3 years (required)
Work Location: In person