Responsibilities 

• Perform hands-on fixes, including installing and upgrading software, installing hardware, managing mobile devices, implementing file backups, and configuring applications.

• Owns and drives issues to resolution including escalation to specialized resources withinthe broader IT organization. Remains engaged on issues until resolution.

• Provide Tier 2 technical support for client facilities such as video conferencing and audio conferencing services.

• Lead, coordinate and participate in improvements as they relate to the on-site IT environment.

• Serves as an advocate for the organization’s information security management system.

• Assists 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 analyse trends for ways to prevent future problems.

• Field incoming requests from customers via both telephone and e-mail 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.

• Understands the essential responsibilities of the position and works to continuously to build and improve the skills necessary to be proficient in the role.

• Serves as a back up to the IT Support Technician as appropriate.

• Serves as lead Audio Visual SME for live meetings and events held onsite or at remote locations as requested.

• Supports operates and maintains AV equipment for live meetings and events.

• Provides support and demonstrates expert knowledge for online webinar tools and applications.

• Acts as backup trainer when requested.