IT Operations Specialist

Job Title : Senior Technical Expert

The Senior Technical Expert is responsible for the effective operation, security, and reliability of IT systems so end users can achieve business goals. This role serves as a senior technical expert, responsible not only for resolving complex technical issues but also for guiding junior staff, overseeing IT projects, and driving process improvements.

• Provide advanced support for incoming service desk requests via phone, email, and web portal.
• Prioritize incidents and service requests according to defined processes to meet SLAs.
• Install, configure, and maintain servers, desktops, and network infrastructure.
• Administer Active Directory, DNS, DHCP, and File & Print services.
• Perform hands-on fixes and hardware / software troubleshooting when remote tools are not sufficient.
• Manage firewalls, switches, routers, and access points.
• Design and implement network and server solutions, including cloud migrations.
• Deploy and manage security tools to protect client IT infrastructure.
• Lead and mentor junior administrators and service desk staff, providing technical direction and performance feedback.
• Act as the escalation point for complex technical issues, coordinating cross-team resolution.
• Manage vendor relationships, including contracts, renewals, and performance tracking.
• Oversee IT projects, including planning, resource allocation, and execution of system upgrades and rollouts.
• Establish and enforce IT policies, procedures, and best practices to ensure compliance and efficiency.
• Collaborate with executive leadership and department heads to align IT strategy with business objectives.
• Monitor team performance and service quality, recommending improvements where necessary.