Senior IT Support Specialist

The Senior IT Support Specialist role is an advanced position for an experienced IT professional to lead and provide second-line support across programming, SAP systems, database queries, and IT infrastructure. This role involves overseeing the helpdesk, mentoring junior staff, resolving complex user queries, and optimizing IT systems for efficiency. The ideal candidate will hold a Master's degree in Information Technology, Computer Science, or a related field, or possess at least 5 years of experience in a similar role, with a deep technical expertise and leadership capabilities.

Key Responsibilities

• Advanced Programming and SAP Support: Lead troubleshooting, development, and optimization of programming-related issues, with a strong emphasis on SAP systems. Design and implement solutions for complex SAP integrations, customizations, and module enhancements.
• Advanced Database Query Development: Develop, optimize, and maintain complex T-SQL and SAP HANA queries, including stored procedures, views, and performance tuning to support business intelligence and data analytics needs.
• Second-Line Support: Handle escalated IT issues from first-line support, providing in-depth troubleshooting and resolution for software, hardware, and application problems.
• Infrastructure Management: Manage and optimize IT infrastructure, including servers, networks, cloud environments, and security protocols, while leading incident response and root cause analysis.
• Helpdesk Oversight: Supervise the helpdesk operations, including ticket escalation, workflow optimization, and performance reporting to ensure high service levels and user satisfaction.
• Asset Register Management: Oversee the maintenance and auditing of the IT asset register, implementing processes for accurate tracking, lifecycle management, and compliance with regulatory standards.
• User and Stakeholder Liaison: Engage with senior stakeholders and users via telephone, meetings, or presentations to gather requirements, provide expert advice, and drive IT initiatives.
• Documentation and Reporting: Develop comprehensive documentation, policies, and advanced reports on IT metrics, asset status, and system performance; contribute to knowledge base enhancements.
• System Optimization and Monitoring: Conduct proactive system monitoring, performance analysis, and implementation of improvements to enhance reliability and scalability.
• Mentorship and Collaboration: Mentor junior IT staff, lead cross-functional projects, and collaborate with other departments to align IT strategies with business objectives.

Required Qualifications and Experience

• Education: Master's degree in Information Technology, Computer Science, or a related field; advanced certifications (e.g., SAP Certified Application Associate, Microsoft Certified: Azure Administrator, CompTIA Network+) are highly desirable.
• Experience: Minimum of 5 years in an IT support or systems role, with proven expertise in SAP, database management, and infrastructure support. Experience in a leadership or supervisory capacity is preferred.

Essential Skills and Knowledge

• Technical Skills: Advanced proficiency in programming languages and concepts, with extensive experience in SAP environments. Expertise in writing, debugging, and optimizing complex T-SQL and SAP HANA queries.
• Systems Understanding: In-depth knowledge of IT systems, including multi-platform operating systems (Windows/Linux/Unix), advanced databases, enterprise applications, and virtualization technologies.
• Networks and Desktop Support: Comprehensive understanding of networking (e.g., VLANs, VPNs, routing protocols) and desktop support (e.g., endpoint management, imaging, and security).
• Asset Management: Proficient in IT asset management systems, including inventory auditing, software license compliance, and asset lifecycle strategies.
• Problem-Solving: Strong analytical and strategic thinking skills to resolve complex technical challenges and implement innovative solutions.
• Communication: Superior verbal and written communication skills, with the ability to articulate technical information to diverse audiences, including executive-level stakeholders.
• Tools Proficiency: Expertise in helpdesk platforms (e.g., ServiceNow, Jira), ERP systems like SAP, database tools (e.g., SQL Server Management Studio, SAP HANA Studio), asset management software, and remote diagnostic tools.
• Soft Skills: Leadership-oriented, with excellent project management abilities, attention to detail, and the capacity to thrive in high-pressure, dynamic environments.

Personal Attributes

• Strategic thinker with a proactive mindset toward emerging technology trends and best practices.
• Collaborative leader who excels in team environments while driving independent initiatives.
• Highly reliable, with a strong emphasis on data security, ethical practices, and continuous improvement.
• Adaptable to rapidly changing IT landscapes, committed to ongoing professional development.

Interested candidates who meet these criteria to send applications to Please cite vacancy as the subject when sending through emails. Correspondence will only be entered into with short listed candidates who meet the criteria for the role. Strictly EMAIL, no telephonic queries will be entertained. Closing Date is 24 October 2025.

Job Type: Full-time

Work Location: In person