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ABOUT THE POSITION

RESPONSIBILITIES

  • Provide support to end users in the home Site and corporate sites on all local IT hardware and software issues.
  • Install, configure and maintain local IT hardware and software according to policies in place.
  • Identify the cause of hardware and software failures and provide corrective action to rectify the problem.
  • Identify solutions which will reduce or eliminate the re-occurrence of hardware and software problems
  • Ensure email and other communication systems are operating properly, efficiently, and in accordance with corporate security and retention policies.
  • Answer queries and provide OS and Office application support to end users.
  • Assist in the development of and to adhere to standardised hardware and software installation and support procedures.
  • Provide support to other business units in the company as directed by IT management
  • Ensure IT Issues are being resolved in a timely manner according to the policies in place. Maintain asset database, maintenance contracts and carry out regular hardware and software audits.
  • Document and maintain accurate installation and procedure guides to the local site.
  • Keeping the Server room and IT area organised and tidy.
  • Ability to work calmly in high pressure situations and manage multiple ongoing projects.

Building and Developing Relationships

  • Develop a strong relationship and trust with all local staff
  • Establish and maintain a good team relationship within the global IT team
  • Collaboration with related internal departments
  • To build and enhance relationships with all territories and suppliers

KEY SKILLS

  • 2+ years’ experience with the Windows operating system, MS Active Directory and MS Exchange (including DHCP, DNS, etc.), TCP/IP based networks, workstations and infrastructure hardware.
  • Knowledge of Apple Mac, IOS, as well as server and PC workstation hardware, software and security essential.
  • Proven excellent customer service skills
  • Attention to detail and high degree of accuracy in recording and reporting
  • Excellent communication skills
  • Proven track record of Supporting Microsoft and Apple products in a networked environment
  • Strong knowledge of Microsoft applications
  • Ability to interact with end users to successfully resolve queries and problems
  • Ability to translate technical jargon into plain English
  • Understanding of ITIL processes.

TRAINING REQUIREMENTS

  • Any related to job responsibilities

COMPANY SYSTEMS & PROCESSES

  • Laptop/Desktop Hardware
  • Microsoft Windows 10
  • Microsoft Office 2016/O365
  • Microsoft Exchange 2016
  • Mac OS
  • Active Directory
  • Experience of supporting iPhones

LANGUAGE REQUIREMENTS

  • Commercial English

PERFORMANCE MEASURES

  • Local user satisfaction with IT service
  • Quality of local IT infrastructure
  • Responsiveness to calls
  • Timekeeping
  • Meeting project deadlines
  • Regular reports to IT line management
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