Overview
The incumbent is expected to provide support in service desk analysis and Windows environment and desktop administration. This role involves first- and second-level IT support and maintenance of Windows desktops and servers.
Key Responsibilities
- Establish best practices for IT support processes.
- Manage delegation of first and second level support, ensuring SLA adherence.
- Provide second level IT support and act as an escalation point for incidents.
- Act as a liaison between users and IT support teams.
- Validate and enrich the knowledge base and documentation.
- Analyse historical records to identify trends and diagnose root cause problems.
- Collaborate to promote harmonized digital workplace experience.
- Share knowledge and tips, and help articulate learning activities.
- Perform daily operation, maintenance, and disaster recovery of Windows Domain controllers, servers, and workstations.
- Install and administer Apple computers.
- Administer and respond to security incidents related to the EDR security system.
- Procure and deploy IT user equipment.
- Participate in new and ongoing ITS projects.
- Serve as a backup for the Service Desk Analyst.
Required Experience
- Minimum of three years’ experience within an IT environment, preferable in a support role and/or windows environment and desktop computing administration role.
- Experience in user account management in Active Directory environments.
- Experience in Microsoft PowerShell and automation technologies.
- Experience in Information Technology Service Management (ITSM) solutions.
- Experience with major brands of desktop and laptop solutions (e.g. Dell, HP, Lenovo).
- Experience writing end user documentation and solution guides.
- Experience of using and migrating user data as well as maintaining and managing Microsoft System Center Configuration Manager (SCCM).
- Desirable experience in Veeam Endpoint backup and/or Veeam backup and replication software.
- Desirable experience in MacOS and/or Linux desktop environments.
- Desirable experience in Microsoft InTune and Mobile Device Management.
- Desirable experience with trouble ticket tracking solution.
- Desirable experience working in English language with users from different countries and cultures.
Qualifications
- Completion of a secondary school education, plus two years of specialized studies in computer science, information technology or relevant field recognized by a diploma (BTS, DUT, license, license pro or equivalent).
- Desirable: Information Technology Infrastructure Library (ITIL) certification; University degree in computer science, information technology or relevant field.
