Key Responsibilities:
IT Support:
- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VoIP and more.
- Provide prompt and accurate feedback to customers.
- Ensure proper recording, documentation and closure of trouble tickets.
IT Asset Management:
- Maintain an accurate inventory of all IT assets including computers, printers, monitors, software, and other peripherals.
- Manage the deployment and retrieval of IT assets for work from home employees, ensuring they have the necessary equipment to perform their jobs effectively.
- Coordinate with IT vendors for the procurement of IT assets.
Hardware Support:
- Troubleshoot, repair, and replace hardware as necessary.
- Coordinate with vendors for the repair or replacement of equipment under warranty or maintenance contract.
Software Support:
- Assist in the installation, configuration and maintenance of software applications including Microsoft 365, Intune, Azure Active Directory, and VoIP telephony.
- Troubleshoot software application issues and work with the Global ICT team and software vendors to resolve issues.
Communication and Collaboration:
- Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
- Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels.
Qualifications:
- Bachelor's degree in information technology, Computer Science, or a related field.
- Proven experience in a similar role, preferably within a global team.
- Strong knowledge of Microsoft 365, Intune, Azure Active Directory, VoIP telephony, and other common IT applications.
- Experience with IT service management tools.
- Excellent problem-solving skills and the ability to troubleshoot complex IT issues.
- Strong English communication skills, both verbal and written.
- Ability to work well in a team and collaborate effectively with colleagues at all levels.