IT Manager- IT Helpdesk/ System Administration/ Technical support

 Serve as the first point of contact for technical issues from UK clients,

handling escalated 1st/2nd line service requests.
 Monitor client IT systems using tools such as NinjaOne or similar
RMM platforms.

 Troubleshoot issues related to desktops, servers, networking, cloud, and
VoIP platforms.
 Log, track, and resolve tickets in a structured and efficient manner.
 Communicate directly with UK clients to provide updates,
explanations, and resolutions.
 Ensure proactive monitoring and maintenance of client infrastructure.
 Escalate high-priority issues to relevant teams as needed.
 Implement IT support documentation, SOPs, and knowledge base
entries. Collaborate with UK-based team to align support delivery with
client SLAs.

Technical Requirements

 OS: Microsoft Windows 10/11, Mac OS
 Productivity: Microsoft Office 2019, 2022, Office 365
 Servers: Windows Server 2019/2022, Exchange Server 2019
 Infrastructure: Network protocols, firewalls, VPNs, routers, switches,
cloud-based systems