IT Support Analyst

📍 Location: Lagos (Office-Based)

📂 Department: IT Managed Services

👨‍💼 Reports To: Service Desk Manager / Operations Manager

⏳ Job Type: Full-Time / Permanent

💰 Salary: Competitive, based on experience

About Us

At Probity Consult Limited, we provide businesses with ethical, secure, and scalable IT solutions. Our team thrives on innovation, collaboration, and delivering exceptional service across industries. Join us to build your career in a dynamic and integrity-driven environment.

Job Summary

We are looking for a skilled IT Support Analyst to provide 1st and 2nd line technical support, ensuring smooth operations for our clients. This role involves frontline troubleshooting as well as advanced problem-solving in Microsoft environments and cloud platforms like AWS. You will play a key role in maintaining system reliability, security, and performance, supporting clients through their digital transformation journeys.

Key Responsibilities

1st Line Support (Frontline):

• Provide 24/7 remote support for hardware, software, and network issues (e.g., password resets, Office 365 configuration, VPN access).
• Log, prioritise, and escalate tickets using ITSM tools (e.g., ServiceNow, Zendesk).
• Troubleshoot Windows OS, Microsoft Office Suite, and peripheral devices.
• Guide users through step-by-step solutions and maintain a knowledge base for recurring issues.

2nd Line Support (Advanced):

• Resolve complex technical issues escalated from 1st line, including server errors, Active Directory management, and cloud infrastructure support.
• Administer and maintain Microsoft environments (Windows Server, Azure AD, Exchange Online).
• Monitor and optimise AWS cloud resources (EC2, S3, VPC) to ensure cost-efficiency and performance.
• Work with cybersecurity teams to implement patches, updates, and threat mitigation.

Cloud & Infrastructure:

• Assist in deploying, configuring, and troubleshooting cloud-based solutions (AWS, Azure).
• Support hybrid cloud environments, ensuring seamless integration with on-premises systems.
• Conduct routine audits of cloud resources to align with best practices and compliance standards.

Cross-Functional Collaboration:

• Work with Network Engineers and DevOps teams to resolve systemic issues.
• Document solutions and contribute to process improvements for service delivery.

Required Skills & Qualifications

Technical Expertise:

• Strong proficiency in Microsoft technologies (Windows Server, Office 365, Active Directory).
• Hands-on experience with AWS (EC2, S3, IAM, CloudWatch) and cloud computing fundamentals.
• Strong troubleshooting skills in OS, networking (TCP/IP, DNS), and virtualisation (Hyper-V/VMware).

Experience:

• 2+ years of experience in IT support (1st/2nd line roles).
• Proven experience in managing cloud environments.

Soft Skills:

• Excellent written and verbal communication skills for user-facing support.
• Strong analytical mindset with a focus on root-cause analysis.
• Ability to work effectively in fast-paced, SLA-driven environments.

Preferred Qualifications

• Certifications (Preferred but not required):
• AWS Certified Cloud Practitioner or Microsoft Certified: Azure Administrator.
• ITIL Foundation or CompTIA A+/Network+.
• Experience with automation tools (PowerShell, Terraform).
• Familiarity with DevOps practices or CI/CD pipelines.

What We Offer

✔ Competitive salary and performance bonuses.

✔ Comprehensive health insurance and retirement plans.

✔ A collaborative and inclusive workplace culture.

Join us and be part of a team that values expertise, innovation, and integrity! 🚀