Job Title: IT Support Administrator
Responsible To: Global Technical Services Director
Aim of Role: To provide first level support for desktop users, integrity of network servers and infrastructure, telecom administration, systems analysis, project planning and implementation, troubleshooting and assisting in hardware and software upgrades. Primary technical Services representative to all functional departments within the business. Provide long term solutions that eliminate waste within Technical Services operations.
Hours of Work: 35
Principal Duties:
- Customer Service - Provide first level user support. Provide excellent services levels through effective troubleshooting skills, problem ownership and consistent and dependable customer support. Maintain close relationship with functional departments at our facility. Primary Technical Services representative to all functional departments at our facilities.
- Operating Standards - Communication and reporting, Service level agreement management, compliance and enforcement of IT policies, processes and procedures. maintain Technical Services standards at our facilities.
- System administration, Service Desk, Security, Telecom, Telecom. 5 Hardware/Software upgrades and installation
- Business Continuity -Ensure support is geared at retention of crucial business services
- All primary activities and time must be documented and logged into the service desk system
- This position may require moving and lifting hardware components weighing up to 25kg.
- You may be required to travel on business for 10-20% of the time, work flexible hours and be on call.
Mandatory Responsibilities:
- Observe at all times the business code of conduct "Do the Right Thing"
- Perform role in accordance with all relevant quality standards and adhere to all relevant processes / policies within the GMS
- Ensure compliance with all Health & Safety / Environmental and Welfare requirements.
- Ensure general housekeeping requirements are adhered to.
Requirements:
Education & Qualifications:
- English as a primary or secondary language
- Degree in in Computer Science or business-related field preferred.
- Microsoft and other technical certifications
Job Specific Training:
- Solid understanding of standard concepts, practices and procedures within a network service support and implementation infrastructure.
- Proven ability to priorities issues, troubleshoot problems, document, multitask and develop/manage small technical projects.
- Ability to effectively manage time against competing demands and work in an independent environment
Experience:
- 1 to 5 years in related job field.
- Excellent professional phone skills, taking ownership of problem resolution and remote PC/laptop troubleshooting.
- Competency in desktop support, telecom administration, Microsoft service and e-mail administration, security and network infrastructure
Equipment Skills:
- Solid understanding of desktop, hardware and software applications, Local Area Network (LAN) architecture and Microsoft desktop operating systems, telecom, e-mail and network administration.