Job Description

ROLE OVERVIEW



PURPOSE OF JOB



JTC is currently looking to employ a 1st/2nd line general IT support administrator to join an experienced Global IT team. You will be part of JTC's IT team, responsible for the installation, maintenance, support of the IT systems and providing end-user technical assistance and troubleshooting. Responsibilities include daily management of the IT function, specifically, responding to and resolving incoming helpdesk tickets.


MAIN RESPONSIBILITIES AND DUTIES


Technical Support: Providing technical support to end users, including troubleshooting hardware and software issues, assisting with network connectivity problems, setting up new devices, and resolving user inquiries and complaints. System support: Active Directory maintenance and support, Citrix environment support, Windows Server support (including fileservers), e-mail system support (Microsoft Office 365), PC/Server access and operational system maintenance and support, application support (including the Office Suite, SharePoint, Funds software, Trust/Company software), system, maintenance and monitoring and telephone setup/support. Help Desk Management: Responsible for managing the help desk system and ensuring that all incoming support requests are documented, prioritized, and addressed in a timely manner. This involves logging tickets, categorizing issues, assigning tickets to appropriate team members, and monitoring the progress of ongoing tickets. Application support: This includes the core Microsoft Office Suite used by JTC, and core business line applications, including Viewpoint, Fund Administration applications(CHS, JobStream, CP) and certain Banking platforms. User Training and Education: Participation in conducting user training sessions and workshops to educate employees on basic IT skills, best practices, and security awareness. This can include providing guidance on email usage, software applications, password management, and data protection. Hardware and Software Maintenance: Assisting with the installation, configuration, and maintenance of computer hardware, peripherals, and software applications. This may involve deploying updates and patches, performing routine maintenance tasks, and ensuring proper inventory management of IT assets. Documentation and Knowledge Management: It is essential to maintain accurate and up-to-date documentation related to common support issues, resolutions, and procedures. Duties may include creating knowledge base articles, user guides, and troubleshooting documentation to assist both IT staff and end users. Collaboration and Communication: Effective communication and collaboration are crucial in an IT support role. The role requires working closely with other IT team members, developers, system administrators, and vendors to resolve complex issues and ensure smooth operations. Active participation in team meetings and sharing knowledge with colleagues. Ensure ongoing knowledge and compliance with JTC's policies and procedures. Adhere to CPD requirements in accordance with qualification level and JTC's policy and procedures. Adhere to JTC core values and expected behaviours. Any other duties as deemed necessary by senior management.

ESSENTIAL REQUIREMENTS


Prior experience in 1st level IT support and infrastructure management within a professional or enterprise environment. Proficiency in Microsoft systems (Azure, Windows Server, Microsoft 365, Active Directory). Strong problem solving and analytical skills with the ability to handle escalations and complex issues independently. Excellent verbal and written communication skills, including reporting and documentation. Strong organisational and time management skills with the ability to prioritise and manage concurrent responsibilities. Availability for occasional out of hours support and participation in business continuity activities Relevant qualifications in Computer Science, Microsoft (Az900 / Az104), CompTIA, ITIL. Minimum 2 years' experience in a similar role. Experience with service desk applications and ITIL methodologies. * Familiarity with Citrix, Viewpoint, SharePoint, Mitel, Jobstream, SQL is an advantage.