IT Support Specialist

SUMMARY:
As an IT Support Specialist, you will provide Level 1 and Level 2 remote IT support within a managed services environment.

POSITION INFO:
 IT Support Specialist Support users across Google Workspace and Microsoft 365 environments while delivering high-quality managed IT services within the Leo Cyb cybersecurity MSSP platform. Remote (South Africa) | Working Hours: Shift rotations covering 07:00-19:00 BST | Salary: R20,000 per month ABOUT OUR CLIENT Our client delivers managed IT services, providing remote support across Google Workspace and Microsoft 365 environments. Working within the Leo Cyb cybersecurity MSSP platform, the business focuses on delivering secure, reliable, and consistent IT support services to its customers. The managed services team operates within agreed service level agreements (SLAs), providing end-user support, identity and access management, collaboration platform administration, mobile device management, and ongoing service improvement. THE ROLE: IT SUPPORT SPECIALIST As an IT Support Specialist, you will provide Level 1 and Level 2 remote IT support within a managed services environment. The role focuses on supporting Google Workspace and Microsoft 365 users, administering identity and access, managing collaboration platforms and mobile devices, and ensuring service requests are resolved in accordance with agreed SLAs. You will also contribute to documentation, knowledge management, and continuous service improvement while supporting customers through the Leo Cyb MSSP platform. KEY RESPONSIBILITIES Deliver Level 1 and Level 2 remote technical support for end users. Log, categorize, prioritize, and resolve incidents and service requests through the IT service management platform. Provide timely communication and status updates to users and stakeholders. Troubleshoot issues related to operating systems, productivity applications, collaboration tools, and endpoint devices. Escalate complex issues to specialized support teams when necessary. Manage user identities and access across Google Workspace and Microsoft 365. Execute Joiner, Mover and Leaver (JML) processes, including user account provisioning and deprovisioning. Manage role and permission changes. Allocate and recover software licenses. Administer group memberships. Support password resets, multi-factor authentication (MFA), and account recovery processes. Ensure compliance with security and access governance policies. Administer and support Google Workspace services, including Gmail, Google Drive, Google Meet, Shared Drives, and related collaboration services. Administer and support Microsoft 365 services, including Microsoft Outlook, OneDrive, Microsoft Teams, SharePoint Online, shared mailboxes, and distribution lists. Configure, maintain, and troubleshoot email forwarding. Troubleshoot mail flow issues. Configure and maintain inbox and transport rules. Manage shared mailbox access. Configure calendar permissions and delegation. Administer and support Mobile Device Management (MDM) solutions for corporate devices. Enrol, configure, and maintain Android, iOS, Windows, and macOS devices. Apply security policies, compliance settings, and conditional access controls. Troubleshoot device enrolment, synchronization, and application deployment issues. Perform remote device actions, including lock, wipe, and compliance remediation. Meet or exceed contractual SLAs and key performance indicators (KPIs). Maintain accurate ticket documentation, asset records, and support procedures. Develop and update knowledge base articles and standard operating procedures. Identify recurring issues and recommend service improvements. Collaborate with customer stakeholders and internal teams to ensure service excellence. Participate in scheduled shift rotations to provide support between 07:00 and 19:00 BST. Support priority incidents and service requests in accordance with defined SLAs and escalation procedures. Provide occasional out-of-hours support for critical business incidents when required. ABOUT YOU Minimum 3 years of experience in an IT support, service desk, or managed services environment. Hands-on administration experience with Google Workspace and Microsoft 365. Experience managing Joiner, Mover and Leaver (JML) processes. Strong understanding of identity and access management principles. Experience troubleshooting email systems, forwarding rules, and mailbox configurations. Practical experience with MDM platforms such as Microsoft Intune, Google Endpoint Management, Jamf, or equivalent solutions. Familiarity with ITSM platforms such as ServiceNow, Jira Service Management, Zendesk, or Freshservice. Strong knowledge of Windows, macOS, Android, and iOS environments. Understanding of ITIL service management principles. Excellent verbal and written communication skills in English. Strong customer service orientation. Excellent troubleshooting and analytical skills. Ability to work independently in a remote environment. Strong organizational and time management skills. Attention to detail. Ability to manage multiple priorities effectively. Commitment to continuous improvement and service excellence. Microsoft 365 Certified: Endpoint Administrator Associate (preferred). Google Workspace Administrator Certification (preferred). ITIL Foundation Certification (preferred). Experience supporting hybrid cloud environments (preferred).