Job Title: IT Support Specialist

Location: Freetown International Airport

Department: Information Technology (IT)

Position Type: Full-Time

About the Role

We are seeking a technically strong and proactive IT Support Specialist to join our airport IT operations team. In this role, you will provide systems administration, infrastructure support, and enterprise application troubleshooting across a dynamic, mission-critical airport environment.

You will act as the key operational touchpoint for daily technical support, ensuring seamless functionality across standard IT infrastructure, Microsoft 365 environments, and specialized airport operational technologies.

Primary Roles & Responsibilities

  • First-Line Support & Incident Resolution: Act as the initial point of contact for staff and stakeholders requiring support for airport systems, hardware, applications, and infrastructure provided by internal teams and external suppliers.
  • Troubleshooting & Escalation: Perform first-level (Tier 1) troubleshooting and resolution for hardware, software, and network issues. Efficiently escalate unresolved incidents or complex service requests to Tier 2 support or third-party vendors following established procedures.
  • Systems & Endpoint Administration: Assist with endpoint deployment, hardware setup, user access management via Active Directory, and routine maintenance across the enterprise network.
  • Documentation & Knowledge Sharing: Contribute to the creation, updating, and maintenance of Standard Operating Procedures (SOPs), technical knowledge base articles, and escalation workflows for airport-specific systems.
  • Operational Readiness: Perform additional IT support tasks, system checks, and operational duties as assigned by IT management to maintain 24/7 reliability.

Requirements & Qualifications

Education & Experience

  • Education: High School Diploma or equivalent required. An Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
  • Experience: Minimum of 1+ years of hands-on Service Desk, Helpdesk, or IT Support experience.
  • Industry Context: Prior experience working in aviation, transportation, logistics, or other 24/7 mission-critical environments is highly desirable.

Technical & Specialized Skills

  • Airport Systems: Familiarity with specialized airport systems (e.g., Flight Information Display Systems [FIDS], Passenger Processing Systems [CUPPS/CUTE], Baggage Handling Systems [BHS], or airport communication systems) is a strong advantage.
  • Core Software & Tools: Proficiency in administering and supporting the Microsoft 365 suite (Exchange/Outlook, Teams, SharePoint, OneDrive, Office apps).
  • Directory & Endpoint Management: Practical experience with Active Directory user/group management and endpoint deployment strategies.
  • Networking & Security: Basic understanding of networking fundamentals (TCP/IP, LAN/WAN, Wi-Fi) and core cybersecurity principles.

Key Competencies

  • Problem-Solving: Strong analytical abilities with a systematic approach to technical troubleshooting.
  • Communication: Excellent verbal and written communication skills in English to support non-technical users and coordinate effectively with technical vendors.
  • Organization & Time Management: Ability to prioritize tasks, handle multiple support requests simultaneously, and remain calm under pressure in an active operational setting.

How to Apply

Interested candidates who meet the above criteria are invited to submit their updated Resume / CV along with a brief Cover Letter outlining their relevant experience via the below web form.

Submit CV Form