JOB PURPOSE

▪ To provide first line helpdesk support to staff, assisting them with hardware and software problems.

▪ Preparing, installing and troubleshooting a variety of hardware, networking and telecoms equipment in office and plant.

PRINCIPLE DUTIES AND RESPONSIBILITIES

▪ To provide 1st line technical support; answering support queries via phone and email.

▪ To deal with day-to-day technical queries, resolve issues, manage incidents, problems and service requests.

▪ To support users remotely and make on-site visits for hardware installation and troubleshooting.

▪ To maintain a high degree of customer service for all support queries and adhere to all service management principles.

▪ To take ownership of user problems and be pro-active when dealing with user issues.

▪ To log all issues in the ticket management software and follow through to satisfactory and timely completion.

▪ Support users in the use of computer equipment and software by providing basic training and advice.

▪ To create helpful documents for users including FAQs, how-to guides and videos that can be shared on our ticketing system or Intranet.

▪ To escalate more complex issues to the relevant IT team member or third party.

▪ Support additions, deletions, and modifications to the IT environment, including the management of all technology assets.

▪ Monitor branch systems, ensure branches maintain compliance with our standards, perform tests, check backups, and report issues to the IT Systems Coordinator as necessary.

▪ Knowledge of Antivirus configuration and setup.

▪ Understanding of MDM (Mobile device management) and software and patch deployment.

▪ USB blocking, data encryption, laptop wipeout and password management.

▪ Inventory management and asset management.

▪ Installing software and preparing computers for on-site and remote locations.

▪ Operate in line with company policies, procedures and current legislation always.

▪ Provide in-branch support from time to time.

KEY ATTRIBUTES:

▪ Motivated and focused on achieving results as part of team.

▪ Good telephone manner and communication skills, with empathy and patience.

▪ Good working knowledge of Google Workspace (Gsuite), Microsoft operating systems and fundamentals of networking.

▪ Strong understanding of PC hardware set-up and Operating System configuration.

▪ Desire to do practical work, see and enjoy a job well done