Main responsibilities:

• Serve as the primary escalation point for the Service Desk to investigate and resolve complex technical issues
• Own the maintenance, configuration, availability, and business continuity of core IT services
• Act as Incident Manager or partner closely with Incident Management during service outages, and security incidents, ensuring clear and timely communication to the business
• Identify recurring issues, define corrective actions, and implement long-term solutions
• Provide advanced support for Google Workspace, including email delivery, permissions, security issues, and service integrations
• Support escalated issues across Zscaler, macOS, networking, Google Workspace, and Okta
• Troubleshoot and maintain integrations of IT SaaS such as; Okta, Google Workspace, Slack, Zscaler and Iru
• Serve as Tier 3 support for macOS, hardware, and network-related issues
• Design, write, and maintain custom scripts or applications to improve system efficiency and reduce manual effort
• Create and maintain IT documentation and contribute to the Knowledge Base
• Manage vendor relationships for IT services and tools
• Investigate and remediate security-related issues across Gmail, Slack, and Okta
• Mentor team members and promote IT best practices across the organization 
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