ESSENTIAL FUNCTIONS
• Provide support for end users in Windows and iOS environments
• Follow standard operating procedures in handling and resolving issues within expected SLA
• Troubleshooting support issues on Windows, Macs, VDI, Azure Virtual Desktop environments
• Support VPN connectivity and utilize remote tools to facilitate efficient resolution of issues
• Properly document all issues in tickets and update knowledge base articles
• Keep users informed on the status of their tickets, incidents, and outages
• Develop automation for common and repetitive tasks, self-service features, and integration with corporate system
• Participate in process improvement reviews and developing workflow solutions to improve IT across our offices
CANDIDATE PROFILE REQUIRED
• Bachelor’s degree in Computer Engineering, Information Technology, or other IT related fields
• Proven experience in a Production Support role is critical
• Strong customer service – displays commitment to resolving problems with a “can-doâ€, customer- focused attitude
• Experience in performing data analysis, developing applications and automation scripts, and integrating systems
• Experience with programming languages/scripting (Batch, PowerShell, Java, C#, Python)
• Experience working within an ITIL Environment
• Ability to manage vendors and interfacing with 3rd parties to resolve issues
• A team player with a good sense of humour; a reliable, motivated, proactive and extremely organised individual who exhibits a strong willingness to learn quickly in a demanding environment
• Ability to work independently as well as manage team projects to a deadline
• Ability to prioritize workloads, multitask and manage multiple competing deadlines
• Flexible working hours along with the ability to work outside normal business hours on an as-needed basis including weekends
• Proven ability to take ownership of issues and collaborate with a global team to achieve expedient resolution
• Any Microsoft qualifications will be desirable
• Certifications, such as CompTIA, ITIL, and MCSA
• Interest in Cloud Technology, such as remote file storage (Box, OneDrive, etc)
• Ability to think on their feet with a demanding fast paced environment
• Experience of team collaboration software such as Slack or MS Teams
• Experience working as part of a global team
Exposure and experience with the following technology:
• Microsoft Azure, Microsoft Windows 10/11, Microsoft Office 365
• PC Hardware & Peripherals (Dell / Lenovo)
• PC Imaging and software deployment, Microsoft InTune
• MDM Software – Apple iOS Configuration & Troubleshooting, Microsoft InTune
• Active Directory, Group Policy, Exchange, and Office 365 Administration
• Remote Access, VPN & VDI
• Basic networking fundamentals
• ServiceNow Ticketing System
• Video Conferencing, ideally using Cisco Video Codec, Zoom and Microsoft Teams Technology
• Cloud and on-premise bespoke application support
• Cisco IP Telephony & Telephone PBX Administration