Technician IT Service Desk

Responsibilities:

• Regular review of support tickets, ensuring regular communications to users to meet SLAs.
• Supporting the Executive team
• Order and Maintain IT equipment inventory.
• Configure and deploy laptops (Windows and MacOS) for new joiners, breakage, and upgrades.
• Analysing gaps and opportunities for day-to-day process improvements within the Service Desk
• Prepare and maintain Service Desk procedural user guides and troubleshooting documentation.
• Schedule, organize, task, and report on Service Desk project progress.
• Office infrastructure maintenance (cabling, LAN, AV)
• Internal IT support for Office, conference rooms, workstations, laptops, phones etc
• Participation in IT infrastructure-related operations (initial installation and configuration of IT equipment and networks) together with Corp IT Infrastructure team
• Provide direct user support for Mac OS and Microsoft based laptops, user access to corporate network and applications both on the network as well as through remote VPN access.
• Provide direct user support for office relocations and expansions.
• Support, coordinate, and drive local IT projects.

Essential Skills:

• Experience with Microsoft Windows OS 10/11, Apple/MacOS, Powershell, strong expertise in MS Office Products + Office 365
• Experience with support and troubleshooting of LAN networks.
• Strong knowledge of PC and peripheral devices hardware and technical parameters
• Excellent knowledge in all MS Office 365 Products
• Knowledge of MS Windows domain structure
• Understanding of TCP/IP, VPN, DHCP, DNS
• Experience with Azure, MS Active Directory and MS Exchange essential.
• Excellent organization, communication, and time-management skills
• Expertise in deploying and supporting desktops/laptops using Autopilot deployment
• Ability to deal with confidential issues and work under pressure.
• Ability to work autonomously and prioritize workload.
• Strong customer service, organizational, communication, and leadership skills are required.
• Experience with MDM (JAMF, Intune,)

Requirements:

• Degree and/or equivalent experience
• At least 2 years’ experience working in IT support.