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Main responsibilities

• Perform hands-on fixes, including installing and upgrading software, installing hardware, managing mobile devices, supporting video conference equipment and software, and configuring applications
• Own and drive issues to resolution including escalation to specialized resources within the broader IT organization. Remain engaged on issues until resolution
• Provide technical support for client facilities such as video conferencing and in-room systems, along with audio conferencing services
• Participate in improvements as they relate to the on-site IT environment
• Serve as an advocate for the organization’s information security management system. Assist customers to work efficiently within the ISMS framework
• Test fixes to ensure problems have been adequately resolved
• Perform post-resolution follow-ups to customer requests
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Field incoming requests from customers via both telephone, mail, or instant messaging applications in a courteous manner
• Build rapport with customers
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Prioritise and escalate problems (when required)
• Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Understand the essential responsibilities of the position and works continuously to build and improve the skills necessary to be proficient in the role
• Support, operate, and maintain AV equipment for live meetings and events
• Provide support and demonstrate expert knowledge for online webinar tools and applications
• Act as a backup trainer when requested

Technical skills, qualifications and experience

• Strong Experience in the field of computer science, information sciences, or related field
• Microsoft MCP desired or other appropriate certification
• Strong knowledge of computer hardware with a focus on workstations and laptops
• Experience with Microsoft Windows 10
• Significant application support experience with Microsoft Office 2016 or higher
• Proven track record of working under Service Level Agreements and a Service Desk framework, along with responding to and managing and resolving support desk tickets
• Experience working in a team-oriented, collaborative environment
• In cases where support needs to be provided in languages other than English, proficiency in English is also required
• Flexibility to work on projects and tasks outside of business hours to ensure minimal disruption to the business will be necessary