Technical Support Officer is responsible for efficient management of helpdesk support issues (level 1 and level 2). The primary objective is to service the customers (Internal Staff) of the business ensuring rapid response and high-quality work. This role is part of a team allowing more complex tasks to be escalated to senior team members.
Apart from Helpdesk duties other tasks may include day-to-day maintenance and uptime of the company’s servers, LAN, WAN, PABX, Desktop computer hardware, mobile devices, software and networking devices. This includes support for Desktop and Server Operating Systems including Microsoft, Apple and Red Hat across multiple sites.
How the position supports the company goals?
Paramount benefit for the business is to service customers (Internal Staff) at a high level in terms of quick resolution and quality of work.
What are the achievements expected over time?
Improved perception of service levels within business – measurable by regular customer satisfaction surveys and feedback from senior managers.
Your succession planning will include shadowing your colleagues in the IT Dept.
You will be seeking to acquire skills/knowledge in business systems we use – becoming multi-skilled. You will also start taking responsibility of system and manage accordingly and also take part in projects.
Senior Management Team
All Staff computer users
Out of hours work will be required. Expectation of the job is a mission critical position and therefore 24/7 call out is mandatory, however this is incident driven and not the norm.
Personal qualities we love to see
Patience, customer focus, technical expertise, deliverables focused. Ability to work in a very fast paced, ever changing environment whilst remaining calm, exercising advanced and logical problem analysis skills and ensuring priorities are met. Basic administrative skills and the ability to document problems and solutions.
Knowledge and Experience
Experience working in IT in a commercial environment (as opposed to back-office) This role focuses on internal customers as well as suppliers and providers – all need to be coordinated to produce Business solutions. Experience with Sharepoint beneficial.
Oral and Written Communication Skills
Superior skills are required to enable communication of job procedures, operating instructions, and problem analysis with all levels of users. Ability to document issues and solutions.
Organizational and Time Management Skills
Ability to prioritize between trivial issues and core issues. Ability to manage time and juggle multiple tasks and demands. Ability to ensure tasks do not become lost and that commitments to deliver are met.
Trust worthy, reliable, high integrity and ethics, passion, customer focus, vision driven, respectful.
Essential Minimum Requirements
Moderate experience/exposure/understanding in Microsoft Windows, Microsoft Server, Apple Macintosh OSX, Mobile Devices Android, iOS, IP/VoIP Telephony, networking. Basic Administrative skills. Experience with using help desk ticketing systems.
Technical Skills and Abilities
Desktop, Server, networking Hardware and Software; Internet Software. Operating Systems and data communications knowledge. Experience with Active Directory and GPO’s. Experience with anti-virus. Experience with Citrix, VMWare, LAN and WAN technologies. Ability to logically tackle problem solving.
The role is 12 months full time with a salary package of 55-60K base.
If you are having problems applying, please send an email to firstname.lastname@example.org