Team Description & Purpose of Role
The ICT 1st line Engineer is responsible for Global end-user support and maintenance of various desktop/infrastructure related systems and processes including Windows domains and phone systems and devices.
Job Responsibilities
•Provide technical support to users via ticket system, phone calls, chat, emails and covering hardware and software products
•Troubleshooting, imaging, install, maintain, upgrade, and configure company-wide systems and programs as needed to support the needs of the organization
•Provision equipment (laptops, desktops, accessories, etc.) for new hires, and configuring equipment
•Manage user and computer accounts Active Directory, Email, SCCM, Office 365, VPN
•Work closely with the Networking team to resolve various network connectivity issues
•Understand about ITIL or similar methodology will be considered an advantage
•Miscellaneous IT related tasks, assigned as needed by manager
Experience Required
•Windows 7 / Windows 10 and Microsoft product 1st line troubleshooting
•Knowledge and interest at least in one of the following areas: Active Directory, Exchange 2013/2016, Office 365, Skype for Business, End-user OS (Windows)
•Good Network skills – TCP IPv4, IPv6, DNS, DHCP, Routing etc.
•Strong command of English language, written and spoken
•Strong hardware knowledge of PCs, laptops etc.
•Strong configuration knowledge of MS Office, Laptops and Desktops
•Strong sense of urgency and problem-solving skills
Person Specification
•Team worker with good communication skills
•Responsible, motivated, mobile and flexible
•Able to learn and adapt in a rapidly changing environment
•Professional and customer focused work ethic (role will entail having to interact with key senior management)
•Flexibility in working hours – often providing cover until 7pm, but also must be flexible in terms of hours of work around the needs of the business
•Capable of lifting and moving PCs, IT equipment etc.
•Fluent English language skills essential
