Technical Support Professional

Job Summary

We are seeking a highly skilled technical support professional to join our team. The successful candidate will be responsible for resolving technical issues and requests, building relationships with international teams, and driving local optimization efforts.

Key Responsibilities

• Analyse and resolve information system issues related to desktop computing environment, network applications, production applications, and hardware.
• Build and deploy Windows, Mac or other hardware for new employee laptops and laptop upgrades.
• Deploy other hardware requested through arranged collection in the IT department or set up at the user's desk.
• Local asset management.
• Support and assist employees with the onboarding process.
• Support and maintain local conference and meeting room equipment.
• Ensure that all logged tickets are consistently acknowledged, prioritised, investigated, owned and resolved to agreed targets as defined in the Service Level Agreement (SLAs).
• Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary.
• Manage calls with 3rd party suppliers where necessary through to closure.
• Escalate calls where necessary to the support manager, report on status of outstanding calls.
• Builds relationships with other international support teams to create a cohesive support team.
• Assists senior staff with functional tasks to support end user service projects such as software upgrades, patching, computer imaging, network upgrades, etc.
• Consult with local business and senior leadership to evaluate support requirements and execution planning.
• Drive local optimization efforts by identifying service issues and implementing improvements by automation, self-service and other measures.
• Drive technology adoption of end user services related applications and systems.
• Support audit-related activities alongside other tech functions and business.
• Technical support for local applications where applicable alongside other tech or business teams Technical Expertise.

Required Skills and Qualifications

We are looking for a professional with excellent technical knowledge in all key areas of EUS technologies, including Windows and Mac OS, Microsoft Office 2016, Office 365 & Teams, iOS and Android devices, Hardware and Peripherals, Mobile devices.

The ideal candidate should have experience in working in an international environment, ITIL certified, and possess excellent customer service skills, ability to communicate effectively with members of the support team, customers and 3rd parties.

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