Job Description

Job Summary Level 1 & 2 Localisation: Department: IT Section: Technical Support Core Mission: Deployment of IT equipment and software for End-user. Deployment of office IT equipment and software for the office in coordination with IT network and system engineers. Troubleshoot IT hardware and software for End-user. Maintain IT asset list. Maintain logged IT tickets and ensure that calls are dealt with promptly and appropriately. Procurement of End-user and Office IT assets. Deliver the MAIN OUTPUTS AND RESPONSIBILITIES to the company in a professional manner. Hierarchical Position: Category: IT Infrastructure Manager: Infrastructure manager Position: IT Support technician Subordinate(s): N/A Team Collaboration: IT Technical, Customer Services, Development. Main Responsibilities: End-user IT maintenance To provide IT technical support for End-user hardware and software and ensure that they are up to standard. To redirect or escalate support requests to the appropriate team. To provide information to users on the progress of outstanding support requests. To log tickets and ensure that the Helpdesk systems are up to date. To deploy PCs and associated peripherals including new installations and the redeployment of existing equipment. To install and configure operating systems and software to agreed standards. To maintain and ensure that End-user systems have received appropriate security patches. To always provide a professional, courteous, and rapid response to individual End-user. To undertake such other work as may be assigned which is consistent with the nature of the job and its level of responsibility. Monitoring, tracking, documenting and preventative action To assist in the compilation and maintenance of an accurate inventory of hardware and software. To assist in the compilation of the Support Centre's technical documentation, guidelines and procedures and ensure they are disseminated to users. To undertake such other duties, training and/or hours of work as may be reasonably required, and which are consistent with the general level of responsibility of this job Looking for Indian or White Key Performance Indicators: Incident handling "ticketing System" IT asset tracking "SharePoint" Support documentation "SharePoint" Education: Degree/diploma in IT or relevant qualification Experience: Knowledge and experience of technical support (min 2 years) Experience with Microsoft End-user application "Windows, Office365 Apps and Basic networking. Must be able to work on his own so very disciplined. Must have a reliable vehicle to travel between warehouses, will be paid AA rates. Must have at least 3 years experience in general office maintenance and serving staff problems with PCs, Telephone connections, new PC set-ups, moving of network points all general IT Office Support. Certification: A+ N+ Microsoft Windows 10 or 11 (Advantage) Microsoft Windows Server (Advantage) Skills: End-user Windows OS (Windows 10 and 11 including new OS introduced to the company) Microsoft Office Basic Microsoft 365 Admin (Advantage) Basic IP routing and switching Qualities and Abilities Exemplary attendance and punctuality Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures. Focuses and guides self and team members in accomplishing work objectives. Interacts with others in a way that gives them confidence in ones intentions and those of the organisation. Conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engage the audience, helping them understand and retain the message, and permitting response and feedback from the listener. Makes users and their needs a primary focus of ones actions, developing and sustaining productive users relationships. Identifies and understands issues, problems, and opportunities; compares data from different sources to conclude; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences. Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict. Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits. Maintains stable performance under pressure or opposition. Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective users solutions. Technical/professional expertise is demonstrated through problem-solving, applying technical knowledge, and product and service management for the functional area in which employee operates. Problem analysis and problem-solving Adaptability Planning and organising Attention to details Stress tolerance Team orientation Language: English Mandatory

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