• Support DevOps practices through collaboration with the CTO and engineering teams, aligning IT operations with engineering workflows.
• Design and implement automated workflows to reduce manual effort and improve business operational efficiency.
• Manage identity and access governance across Jira, Figma, GitHub, and Asana, including provisioning, permissions, and lifecycle control.
• Enforce security controls including MFA, email security, and incident response processes across user environments.
• Maintain audit logs and access records to support ISO 27001 compliance and internal security requirements.
• Automate onboarding and offboarding workflows, including account lifecycle management and access provisioning/deprovisioning.
• Apply ITIL v4 practices across incident, request, and change management processes.
• Provide second- and third-line support across distributed regions including South Africa, North America, the UK, and Switzerland.
• Administer Google Workspace and Slack, ensuring reliable daily business operations and user productivity.
• Install, configure, and maintain business-critical applications, including productivity tools, browsers, and security software.
• Maintain IT asset and license inventory, ensuring accuracy of hardware and software tracking.
• Provision user accounts, devices, and access permissions based on role and organizational requirements.
• Ensure endpoint security compliance, including antivirus management, patching, and system updates.
• Support network connectivity and printer infrastructure across end-user environments.
• Create and maintain technical documentation, user guides, and internal knowledge base content.
• Continuously improve IT support processes to enhance efficiency, reliability, and user experience.

• Provide second- and third-line support across South Africa, France, and Switzerland.
• Manage, troubleshoot, and support Google Workspace and Slack for daily business operations.
• Install, configure, and maintain business applications, including browsers, productivity tools, and security software.
• Maintain accurate IT asset inventory covering hardware and software licenses.
• Provision user accounts, devices, and access permissions based on organizational requirements.
• Apply ITIL v4 practices across incident, request, and change management processes.
• Enforce MFA and manage user access across the employee lifecycle.
• Maintain audit logs and provide access records for ISO 27001 compliance.
• Manage email security and incident response activities.
• Automate onboarding and offboarding processes, including account lifecycle management and access provisioning.
• Ensure endpoint security compliance, including antivirus management, patching, and system updates.
• Support network connectivity and printer troubleshooting across end-user environments.
• Create technical documentation, user guides, and deliver user training where required.
• Continuously improve IT support processes to enhance efficiency, reliability, and user experience.

Asset Management:

• Snipe-IT

Containerisation:

• Docker

Cloud Services:

• AWS
• Azure

Device Management:

• Apple Business Manager
• Meraki MDM
• Intune
• Munki Managed Software Centre

Documentation:

• Confluence
• Documize
• OneDrive/Sharepoint

Endpoint Security:

• BitDefender
• MS Defender

Networking:

• pfSense
• Unifi

Operating Systems:

• macOS
• Ubuntu
• Windows 10/11

Productivity:

• Google Workspace
• Office 365
• Slack
• Zoom

Project Management:

• Asana

Remote Support:

• AnyDesk
• TeamViewer

Telephony:

• Telviva
• VoIP Studio

Virtualization:

• Proxmox VE
• Virtualbox
• VMWare Workstation

Ticketing Systems:

• Freshdesk
• Jira Service Desk

• Provide IT and systems support across South Africa, Canada, the United States, the United Kingdom, and Switzerland.
• Support macOS and Windows devices, printers, and on-premise network infrastructure.
• Administer Microsoft Entra ID (Azure AD), including user, group, and security group management.
• Manage application registrations, enterprise applications, and role-based access configurations within Microsoft Entra ID.
• Enforce Privileged Identity Management (PIM) roles and monitor privileged access across systems.
• Manage Microsoft 365 licensing, including assignment, optimisation, and lifecycle tracking.
• Apply ITIL v4 practices across incident, request, and change management processes.
• Automate onboarding and offboarding workflows, including identity provisioning, access control, and lifecycle management.
• Enforce MFA and manage user access across the employee lifecycle.
• Maintain audit logs and provide access records for ISO 27001 compliance requirements.
• Manage software licensing across Microsoft 365, Adobe, Zoom, Bitdefender, and Asana.
• Oversee IT procurement processes and maintain accurate hardware and software inventory records.
• Maintain internal SOPs and create user-friendly documentation and knowledge base articles.
• Support IT projects, including system migrations, platform rollouts, and infrastructure changes.
• Assist with internal IT communications and onboarding material for system and process changes.
• Handle hardware upgrades, secure decommissioning, and asset lifecycle tracking.
• Administer Amazon WorkSpaces and provide cross-functional IT support to business teams.

• Email Security & Incident Response – Investigated phishing, spoofing, and threats using header analysis, log inspection, and security alerts.
• Messaging Gateway Management – Administered Symantec Messaging Gateway, enforcing content filtering and mail security policies.
• SMTP, DNS, and MX Troubleshooting – Resolved email delivery issues and secured mail flow.
• Infrastructure & Compliance – Maintained journaling mailboxes, mail servers, and firewalls.
• Technical Documentation – Wrote internal guides to streamline troubleshooting.
• Mentoring – Trained Tier 1 engineers and supported their development.
• Threat Monitoring & Escalation – Analyzed logs and alerts, identified suspicious activity.
• User & Client Management – Onboarded/offboarded email users and domains.
• General Support – Provided standby/overtime assistance and ad-hoc technical tasks.

• Network Setup – Installed and configured home and business networks.
• Issue Resolution – Diagnosed faults, replaced hardware, configured routers/switches.
• Site Surveys – Assessed installation needs at homes, offices, and remote tower sites.
• Technical Support – Assisted clients via phone, email, and on-site troubleshooting.
• Team Learning – Shadowed senior techs to build hands-on network skills.
• Safety Standards – Followed health, safety, and compliance protocols on all jobs.