Reward G.
Senior IT Support Specialist
Open to offersNew to PlatformAbout
George R. is a results-driven Senior IT Support Specialist and Service Desk Leader based in Cape Town, South Africa. With over 15 years of experience, he specializes in delivering advanced L2/L3 technical support and leading service desk operations globally. His expertise includes enterprise support, incident management, and ITIL-aligned service delivery, with a focus on Microsoft 365, Azure AD, networking, and security operations. George has proven his ability to lead teams and resolve high-impact technical issues in mission-critical environments supporting over 1000 users. His professional career spans roles such as Remote Service Desk Manager and Technical Team Lead in global and US-based positions. George's work in IT support within sectors such as law, finance, and public service demonstrates his commitment to improving service performance and end-user experience. His technical insight is complemented by his mentoring efforts and involvement in large-scale IT deployments, including Microsoft 365 and Azure initiatives.
Experience
IT Support Specialist (L2/L3)
Sedna IT · 2025 — PresentProvide 24/7 L2/L3 support to global clients in mining and construction sectors. Troubleshoot complex issues involving networks, servers, VDI, Linux, and remote systems. Monitor satellite and microwave transmission links to ensure consistent uptime. Manage escalated incidents related to Microsoft 365 and other enterprise platforms. Offer multi-channel support through phone, email, and chat while adhering to strict SLA requirements. Escalate critical issues to vendors and third-party providers, and produce ITIL-aligned incident reports.Service Desk Lead / Helpdesk Officer (L2/L3)
Bowmans Law – Cape Town · 2024 — PresentOversee service desk operations supporting over 1000 enterprise users. Serve as the main L2/L3 escalation point for complex incidents, ensuring SLA compliance and high-quality service delivery. Coordinate IT support for executive and high-profile legal events. Manage vendor relationships, procurement, and the IT asset lifecycle. Address security incidents using Defender and Sentinel, and lead initiatives for continuous service improvement.Service Desk Support Analyst (L2/L3)
Frontline Managed Services (US Law Firms – Remote) · 2024 — 2024Handle escalated tickets across Microsoft 365, VDI, and Linux environments. Provide support for enterprise systems, including Genesys ACD, maintaining strict SLA performance for global clients. Mentor junior analysts and standardize support practices while resolving high-impact issues affecting legal operations.MSP IT Helpdesk Engineer (L1/L2)
Intalex UK · 2023 — 2024Deliver L1/L2 support utilizing AutoTask, Datto RMM, and IT Glue. Manage the onboarding and offboarding processes via Azure AD and Microsoft 365. Address hardware, software, and network issues while mentoring junior technicians to improve ticket handling efficiency.IT Support Specialist (L2/L3)
Mars Technologies / Old Mutual – Pinelands · 2018 — 2023Provide Tier 2/3 support across enterprise infrastructure, acting as an escalation point through ServiceNow and BeyondTrust. Assist with Microsoft 365 migrations and cloud rollouts, resolving complex incidents to minimize downtime. Contribute to enterprise upgrade and deployment projects.IT Technician – Infrastructure & Field Services
South African Police Service (SAPS) · 2009 — 2017Manage IT infrastructure spanning over 159 sites nationwide. Lead the rollout of Windows 7 and biometric system deployments while coordinating with vendors to ensure critical systems remain operational. Support disaster recovery initiatives and infrastructure resilience, delivering large-scale national project rollouts.
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