Job Title: IT Support Specialist
We are seeking a highly skilled and experienced IT Support Specialist to join our team.
Key Responsibilities:
* Provide first and second level support through issues reported through the service desk, and functional escalations.
* End-to-end accountability through the ownership of incidents from initial report to resolution, as well as problem investigation and root cause identification.
* Coordinate activities between multiple support groups to ensure adherence to service level agreements.
* Proactively monitor performance to ensure that issues or problems are resolved before they impact the business.
* Help identify and drive continuous improvement aligned to business and technology requirements, implement automation and self-service processes to improve user experience and responsiveness.
* Drive improved adoption of existing technology offerings, creating a more tech-enabled and efficient workforce.
* Deliver induction, training and knowledge sharing sessions for employees on both existing and future technology offerings.
* Produce and distribute timely communication to employees, leveraging various channels available.
* Maintain self-service tools and knowledge bases; ensuring appropriate processes are in place for their continuous development.
* Maintain physical hardware and coordinate installations, moves and repairs.
* Work with vendors/partners and ensure they deliver on their commitments.
* Ensure all changes are performed in a controlled and auditable manner that aligns with change management process.
* Work on global and country level projects that improve the technology environment for employees or clients.
* Perform work outside of regular hours where required.
Requirements:
* Minimum 3 years' experience in a similar Desktop Support position within a corporate environment.
* Excellent understanding of Microsoft 365 suite of products and where they can be used to drive better business outcomes.
* Advanced knowledge of Microsoft based operating systems and supporting administrative tools.
* Comfortable supporting and troubleshooting hardware including computers, servers, printers, phones, switches, conferencing equipment and patch panels.
* Knowledge of Amazon Web Services and cloud concepts.
* Strong service management experience, supporting both in-office and remote users.
* Exceptional organisational skills, the ability to prioritise and multi-task; whilst dealing with ambiguity.
* Outstanding interpersonal skills and a well-developed capacity for effectively managing relationships with a range of stakeholders.
* Effective communication skills, both written and verbal.
Certifications / Qualifications:
* Tertiary qualification or comparable industry experience.
* ITIL certification highly regarded.