Job Description
1. Providing local support activities for the Service Desk, facilities and corporate IT functions.
2. Setup and Maintenance of the IT infrastructure at basic level.
3. Providing IT project support as required by the business.
4. Deskside and other IT support at designated sites.
5. Providing 2nd level support for EU users.
6. Escalate to 3rd level for timely resolution.
7. Act as the local liaison between IT and the business
8. Assist end users in engaging with the help desk
9. Troubleshoot and provide local support for end users
10. Maintain internal user guides, guidance notes and technical documents
11. On call/standby work during scheduled out of hours IT upgrades
12. Provide vacation / holiday coverage to other in-region locations
13. Stock control & inventory
14. Secure hardware disposal
15. Response time for escalations to Level 2 support within SLA’s
16. New hire equipment available on start day
17. Replacement equipment available to meet SLA
18. Leaver equipment inventory managed effectively
19. Tickets and escalations up to date & clearly managed
20. Adds to knowledge base of secondary technical area each quarter
21. Bring one innovation idea to the manager each quarter
Qualifications
22. Role typically requires a minimum of 3 years IT experience in a professional capacity
23. Technical certification in one relevant technology area
24. Own a secondary technical skill (for example Microsoft SCCM, Azure, Apple OS, Intune)
25. Excellent English speaking skills.
26. Excellent verbal and written communication skills– ability to convey technical information to non-technical users successfully.
27. Able to manage priorities under pressure
28. Very good knowledge of Windows client software and Microsoft office.
29. Desired knowledge of networking, including wifi, routers, switches, VPN.
30. Secondary technical skill (e.g. Microsoft Azure)
31. Experience in working in an agile organization that is fast moving and requires a can-do attitude
32. Experience in working across all levels of an organization