IT Support Technician

Position Summary and Overview 

The IT Support Technician plays a crucial role in the global IT organization by ensuring a high performance of the service and customer satisfaction in the function that is the face of IT. The IT Support Technician is part of the global IT Support and End User Services organisation and manages supports end users and their workplace equipment in their respective region.

The IT Support Technician reports to the Regional Team Lead IT End User Support & Services.

Major Responsibilities

• Responding to tickets including initial triage
• Ticket resolution based on Knowledge Base articles and Standard Work
• Escalation of tickets as required as per Standard Work
• Procurement of IT equipment and services via standard process
• Liasing with existing vendors
• Installation, configuration and support to all hardware including laptops, desktops, printers, phones etc.
• Installation, configuration and support to all software including Windows, Microsoft Office and other company applications
• Support of company mobile devices
• Management of Users and Groups in Active Directory
• Tasks related to onboarding/offboarding of users
• Basic troubleshooting of VOIP related issues
• Basic support of telephony
• Basic network troubleshooting
• Contribution to activities supporting network security and compliance
• Creation and review of knowledge base articles
• End user training where relevant
• Maintain an excellent level of customer service

Selection Criteria:

Essential:

• Working experience with IT hardware such as desktops, laptops, printers etc.
• Basic networking knowledge
• Professional level knowledge of MS Windows (Client and Server), MS Office, M365 and other typical desktop applications
• Excellent communication skills, both verbal and written
• Excellent command of English language, both oral and written, additional languages are a plus
• Working knowledge of general IT related Business Administration Processes
• Ability to create and maintain professional business relationships
• Basic problem solving
• Ability to meet deadlines and manage stress effectively in high-pressure situations
• Ability to self-motivate with a positive attitude
• Driven to develop new skills

Education and Experience:

• Completed IT apprenticeship or Bachelor degree in Computer Science or comparable experience / knowledge