Corporate Ict Support Technician

7 months ago

Cape Town, South Africa Dotdigital Full time

**About Us**:
**The Company**:Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.

**About the Role**:
Are you a self-starter with a passion for tech and helping people? Are you looking to work in a SaaS company? Keep reading as this role may be for you

You are likely to be an experienced IT Support Technician, in at least a 350-user environment where you have been looking after a bit of everything. You’ll be based in our Cape Town office (2-3 days a week) and part of a global team, delivering first class service to all staff around the world.

We are a cloud first organisation where you will you be able to utilise your earned experience to make a real difference. You’ll play a key role in our internal helpdesk, by taking ownership of issues and delighting with your excellent customer service.

While you will be joining an established team, there is also an opportunity to contribute to and streamline both new and existing processes. We really value innovators who like to think outside the box and aren’t shy about suggesting new ideas.

Keeping abreast of new functionality available in our IT systems, you will be an advocate for user adoption through the delivery of drop-in sessions to empower users to make the most out of new features. Therefore excellent communication skills, both written and verbal, are essential.

**Responsibilities**:

- Working on the internal global Corporate ICT Helpdesk, taking ownership of users’ technical problems while meeting SLAs
- Delivering on-site support (1st - 2nd line) in our Cape Town office
- Delivering remote support globally
- Working with suppliers on the procurement and provisioning of laptops, mobile devices, software and peripherals.
- Asset management and auditing in line with company standards
- Ensuring a smooth staff onboarding experience - everything from account creation to delivering onboarding inductions
- Following the offboarding process and working with our equipment lifecycle partner
- Empowering users through the delivery of IT drop-in sessions
- Managing our Zoom Meeting and Zoom Phone platform
- Administering and troubleshooting cloud systems
- Monitoring backups and escalating issues as needed.
- Monitoring end user devices to ensure they meet the required standards
- Being involved in projects relating to the improvement of Corporate ICT solutions
- Corporate mobile and tablet support including ongoing administration.
- Adhering to and contributing to the improvement of Corporate ICT policies and procedures
- In the short-term participating in an on-call rota
- In the future working a shift pattern to cover the needs of global support

**About You**:
You are an organised, flexible, personable team player with a positive, can-do, attitude who can cope with the constantly changing environment that we experience as an innovative and growing business. Your experience:

- Supporting a global user-base (UK, Australia, Poland, South Africa and US)
- Proven in-depth knowledge of Microsoft Windows 11
- Knowledge of macOS Mojave or newer
- User account management in Active Directory and EntraID
- Microsoft 365 including working knowledge of InTune, EntraID/AzureAD, Exchange (mailbox setup)
- Zoom Meetings or any other video conferencing software
- Zendesk or other Helpdesk software
- Delivering Remote support using remote tools (e.g. LogMeIn and TeamViewer)
- Experience with Apple iPads and iPhones in a corporate environment
- Experience with MDM solutions. Preferably InTune, AirWatch and JAMF
- Experience supporting hardware remotely
- Desirable but not essential: Cisco Meraki, Adobe Creative Cloud
- Desirable but not essential: Any MS Dynamics CRM experience
- Desirable but not essential: Working in an ISO27001 environment

You must have an appreciation for our team values:

- We respond with a positive, can-do attitude
- We take ownership
- We collaborate, communicate and enable each other
- We are innovators
- We make things scalable, repeatable and robust
- We digitalise and eliminate manual processes
- We care about data quality (a lot)
- We always operate with integrity
- We celebrate quick wins and our success
- We have fun

**Why Us**:
Don’t just take our word for it - hear what your future colleagues have to say about working in our team:

- "As an Infrastructure Engineer, I am impre

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