Job Description

Responsibilities

• Respond to all assigned Helpdesk tickets regarding hardware, software, and networking meeting set SLA's based on call category and classifications;
• Provide L3 support to support technicians with problem solving and issue resolution while ensuring knowledge transfer and coaching;
• Work closely with other IT teams to implement, support and maintain new technologies;
• Continuous review and optimization of technical operational processes and technical standards;
• Proactively work to improve reliability, stability, and security of the cloud and on-premises environments;
• Research and evaluate new hardware and software solutions;
• Collaborate with other technical teams including vendors, service providers and consultants on problem solving, enhancements and ideation;
• Stay up to date with industry trends and new technologies;
• Help create and maintain technical documentation and manuals for the Service Delivery team;
• Perform all duties and delivery of related outputs of Information Security Officer;
• Perform Systems Administration and Maintenance as assigned by ICT Service Delivery Manager.

Requirements

• Relevant IT qualification or certifications essential
• ITIL Foundation essential
• 5 years proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
• Hands-on experience with Windows OS environments, Networking, Cybersecurity, Cloud
• Excellent problem-solving and multitasking skills

Technical Competencies

• Working Knowledge and understanding of the following:
• IT infrastructure - Network and Hosting
• Client / Server applications architecture
• Internet technologies
• MS Desktop Operating systems
• Office 365
• Cybersecurity
• Printing and Automation
• Hardware technology - computers and printers

Additional Requirement
Own Car & Valid Drivers License

Skills Required