Senior Technical Support (IT)

Key Roles and Responsibilities:

Problem Management:

• Examining frequent occurrences and conducting analysis to find the underlying causes. 
• Find proactive ways to address the core issues and implement these improvements for the team as a whole.
• Management of Incidents and Service Requests. 
• Assume responsibility for problems and service requests and make sure they are completed successfully within the SLA (Service Level Agreement).
• Providing as needed support for local and cloud-based IT infrastructure systems.

Vendor Management & Finances

• Obtain quotes, oversee the purchase and billing of IT licences and equipment to ensure you get the best deal possible.
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• Oversee the lifecycle of IT assets from acquisition to disposal.
• Engage in monthly service reviews with vendors and share areas for improvement and important issues.
• Collaborate with fellow teammates in the IT and digital domains to exchange insights and expertise.
• Participate in departmental initiatives such as hardware renewals and cybersecurity.
• Oversee initiatives to improve IT operations or onboard new solutions.

Qualifications:

• Strong proficiency with desktop/laptop and operating system support (Windows/Mac OS)
  
• Strong proficiency in mobile device management with programmes like Intune
• Outstanding ability to communicate in writing and spoken English
• Familiarity with the Microsoft Office 365 Suite, especially with Administration, Teams, Outlook, and Sharepoint
• Practical knowledge with data and voice switches, firewalls, and other next-generation equipment such as Meraki/Cisco
• Familiarity with automation platforms like Endpoint Central and IT asset administration
• Proof of the advancements made to address the underlying causes of problems
• Capacity to oversee small-scale projects on my own from conception to successful completion