Job Description‍

• Providing local support activities for the Service Desk, facilities and corporate IT functions.
• Setup and Maintenance of the IT infrastructure at basic level.
• Providing IT project support as required by the business.
• Deskside and other IT support at designated sites.
• Providing 2nd level support for EU users.
• Escalate to 3rd level for timely resolution.
• Act as the local liaison between IT and the business
• Assist end users in engaging with the help desk
• Troubleshoot and provide local support for end users
• Maintain internal user guides, guidance notes and technical documents
• On call/standby work during scheduled out of hours IT upgrades
• Provide vacation / holiday coverage to other in-region locations
• Stock control & inventory
• Secure hardware disposal
• Response time for escalations to Level 2 support within SLA’s
• New hire equipment available on start day
• Replacement equipment available to meet SLA
• Leaver equipment inventory managed effectively
• Tickets and escalations up to date & clearly managed
• Adds to knowledge base of secondary technical area each quarter
• Bring one innovation idea to the manager each quarter

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Qualifications‍

• Role typically requires a minimum of 3 years IT experience in a professional capacity
• Technical certification in one relevant technology area
• Own a secondary technical skill (for example Microsoft SCCM, Azure, Apple OS, Intune)
• Excellent English speaking skills.
• Excellent verbal and written communication skills– ability to convey technical information to non-technical users successfully.
• Able to manage priorities under pressure
• Very good knowledge of Windows client software and Microsoft office.
• Desired knowledge of networking, including wifi, routers, switches, VPN.
• Secondary technical skill (e.g. Microsoft Azure)
• Experience in working in an agile organization that is fast moving and requires a can-do attitude
• Experience in working across all levels of an organization

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