IT Supervisor

Job Description

Job Summary:

The IT supervisor is responsible for overseeing and managing day-to-day IT operations, ensuring the timely and efficient resolution of technical issues, and maintaining a secure, reliable, and high-performing IT infrastructure across the organization. The role also includes coordination with internal teams and external partners to support business operations effectively.

Key Responsibilities:

• Install, configure, upgrade, and maintain desktop PCs, laptops, servers, printers, IP phones, handheld devices, scanners, and other IT infrastructure components.
• Provide user support and manage user administration tasks, including Active Directory (user creation, password resets, group membership, profile updates).
• Ensure all unresolved technical issues are properly escalated to second-level support or the Global/Regional IT support teams.
• Manage incidents related to the IT infrastructure.
• Oversee software installation, configuration, and maintenance across local sites.
• Implement and enforce IT security policies and compliance procedures (SOPs) within the site.
• Actively participate in IT-related projects, including new infrastructure implementations and network upgrades (as part of NCE projects).
• Monitor and support LAN/WAN configurations and troubleshoot network connectivity issues.
• Support remote offices and users, including VPN and firewall management, as well as point-to-point wireless connections.
• Maintain IT asset inventory and perform regular audits of PCs and other devices to ensure compliance and system integrity.
• Manage software deployments and ensure all systems are up to date with necessary applications and patches (e.g., Windows OS, MS Office, AX, ACW, MOMO, MPCS).
• Handle user access requests for intranet, internet, file shares, folders, and other internal platforms by assigning appropriate security group permissions.
• Provide technical specifications for hardware procurement (PCs, printers, scanners, etc.).
• Collaborate with third-party vendors regarding hardware consumables and system-related matters.
• Analyze IT infrastructure for opportunities to enhance performance, reliability, and availability.
• Monitor IT budget utilization and support cost control initiatives.

Requirements:

• At least 3 years of experience in IT infrastructure support or a related field.
• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• Strong technical knowledge of computer hardware, software, networks, and peripherals.
• Hands-on experience with system administration, user support, and troubleshooting hardware/software/network issues.
• Solid understanding of IT security practices and tools.
• Familiarity with LAN/WAN technologies and networking protocols.
• Strong analytical and problem-solving skills.
• Ability to work collaboratively in a team-oriented environment.
• Effective communication skills, both verbal and written.
• Ability to work under pressure and manage multiple priorities.