Yugo is the trusted name for student housing globally. We connect young people and students daily to opportunities and amazing spaces. Here at Yugo, we like to do things differently. It's about people, the planet, and passion.
The second-line IT Support Technician is an integral role within the IT support department. This position provides advanced technical assistance and troubleshooting to ensure the smooth operation of an organisation's IT infrastructure. It requires excellent problem-solving skills, a deep understanding of IT systems, and the ability to communicate effectively with both technical and non-technical stakeholders.
It’s a big job! You are a self-starter and are (relatively) autonomous, at least enough to work across multiple time zones and jurisdictions. Crucially, you are passionate about and energised by new projects and creating value.
Responsibilities
Key Responsibilities:
Technical Support
Provide second-line support for complex and escalated IT issues reported by end-users
Provide support for projects and their implementation when major changes are rolled out to Yugo
Diagnose and resolve hardware, software, and networking problems
Assist with the configuration, deployment, and maintenance of IT equipment, including desktops, laptops, printers, and mobile devices
Collaborate with first-line support teams to ensure a seamless escalation process and efficient resolution of support tickets
Document and track all support interactions and resolutions in the IT service management system
System Administration
Perform routine system maintenance tasks, such as updates, patches, and backups
Manage user accounts, permissions, and security settings in various IT systems
Monitor system performance and proactively address potential issues to minimize downtime
Ensure data integrity and security by implementing and enforcing appropriate policies and procedures
Network Support
Troubleshoot network connectivity issues and work with third-party vendors as needed to resolve problems
Customer Service
Provide exceptional customer service by effectively communicating with users and addressing their technical concerns professionally and on time
Offer training and support to end-users on various IT systems and applications
Maintain a positive and proactive attitude, ensuring user satisfaction and fostering a collaborative work environment
This job description serves as a guideline. This list of responsibilities is not intended to be exhaustive, and other requests commensurate with the role may be made of you from time to time. This is a hands-on commercial role
ServiceDesk Management
Work with the team to oversee the second line/escalation ticket queue within the IT service desk, ensuring SLA’a are met, and customers are kept updated on the status of tickets
Create and maintain how-to guides and processes for the outsourced 1 st line support desk to do their job effectively
Create and maintain how-to guides and processes for the 2 nd line team, as well as help to maintain formal lists and documents
Create and maintain guides on the knowledgebase for Yugoers to use to self-serve
Work with the Helpdesk Supervisor to SLA compliance and expected service levels are met
Qualifications
What You Bring:
Required
2 years of relevant experience, with a focus on end-user support
Experience with Active Directory, Exchange, and other server technologies
Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN
Proficiency in supporting Microsoft Office Suite and other typical software applications
Strong Windows and Mac operating systems knowledge, including installation, configuration, and troubleshooting
Desirable
Experience in student accommodation, hospitality, or the residential sector is highly desired
Relevant certifications, such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or similar, are highly desirable
Experience of Microsoft Intune and Microsoft Entra administration
Experience with Apple Business Manager, Android Enterprise and MDMs
Excellent problem-solving and analytical skills, with the ability to think critically and logically
Strong communication skills, both written and verbal, with the ability to convey technical information clearly and concisely
Ability to work well under pressure and effectively manage multiple tasks and priorities
Strong customer service orientation, focusing on understanding and addressing user needs
Ability to work independently and as part of a team, demonstrating flexibility and adaptability
Here's a snapshot of what we offer!
Competitive salary of $60,000 - $65,000 / year
Generous benefits package. Including health, dental and vision