Senior IT Support Engineer at Ozow

• We are seeking an experienced Senior IT Support Technician to join our team. The successful candidate will play a key role in delivering advanced technical support, ensuring high-quality service to end-users, and resolving complex IT issues. This role requires a hands-on technical specialist who can operate independently, mentor junior team members, and contribute to the continuous improvement of our IT environment.

You are an ideal candidate if you have:

• 7–10+ years of IT support experience in a corporate or enterprise environment
• A tertiary qualification in Information Technology, Computer Science, or a related field (or equivalent work experience)
• Proven expertise in technical troubleshooting and root cause analysis across hardware, software, networking, and operating systems (Windows OS, M365, Apple IOS)
• Strong experience with Microsoft Intune, Microsoft Defender, and Microsoft Purview
• Experience supporting and administering Azure cloud services
• Familiarity with service management tools, ticketing systems, and ITIL best practices
• Advanced problem-solving skills with the ability to resolve escalated and complex issues independently
• Excellent communication and interpersonal skills to collaborate effectively with both technical and non-technical stakeholders
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Professional certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator Associate (advantageous)

Your roles and responsibilities:

• Provide advanced technical support for escalated and complex IT incidents, ensuring timely resolution in line with SLAs
• Troubleshoot and resolve hardware, software, and network issues with a focus on root cause analysis and long-term solutions
• Act as a subject matter expert for Microsoft technologies (M365, Intune, Defender, Purview, Azure)
• Mentor and provide guidance to junior IT support technicians, encouraging knowledge sharing and skill development
• Collaborate with cross-functional teams to improve IT processes, documentation, and service delivery
• Assist with the deployment, configuration, and maintenance of corporate IT systems and applications
• Contribute to IT security by ensuring compliance with policies, security standards, and best practices
• Participate in projects related to system upgrades, migrations, and new technology implementations
• Monitor and manage support requests using service management tools, ensuring accurate updates and reporting
• Stay current with emerging technologies and recommend improvements to enhance IT operations