IT Helpdesk Technician

**Duties & Responsibilities**:

- Management of ITSM ticketing system aligned with IT IL framework, Reporting, and time management.
- Communicate disruption in connectivity and service interruptions by sending connectivity and backup alerts.
- Communicate, when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
- Administer, install, configure, and troubleshoot the MS operating systems and products installed on those systems including Office 365.
- Troubleshooting of telecommunications, including DSL lines, all fibre lines and wireless backup mediums, LTE and P2P Wireless broadband connections.
- Troubleshoot and repair hardware-related faults.
- Handle escalations related to IT infrastructure issues, ihcluding coordinating with Level 3 support teams and external vendors to resolve complex technical issues.
- Administer user accounts on Active Directory, including creating, modifying, and disabling accounts as needed.
- Communicate disruption in connectivity and service interruptions by sending connectivity and backup alerts.
- Installation and maintenance of network and standalone printers.
- Troubleshoot network connectivity including LAN, WAN, and Hardware faults.
- Troubleshooting of VPN connections using Fortinet solutions.
- Provide basic end-user training.
- Adhere to clearly defined Escalation Matrices and ITSM RACI.
- Physical effort may be required.
- Administration
- Management of customer escalations to provide service excellence.
- Drafting relevant SOPs that will improve business operations and increase team efficiency.
- Troubleshoot and respond to Multichannel Tickets logged within the required response and resolution as aligned to the Service Level Agreements (SLA).
- Update Ticket entries with clear informative written English, without jargon or the use of acronyms.
- Log all time correctly and accurately in the ticketing system.
- Assign tickets correctly according to priority and technician skill sets.
- Audit old tickets (On -hold, Pending, Stale, Breached, and 5 days and older), ensuring the team keeps these tickets at a minimum.
- Reporting on daily tasks completed and stumbling blocks.

**Requirement - Microsoft Certification**

**Customer Centricity**:

- Feedback to customers on the status of all unresolved queries.
- Ensure the protection of all user's data in compliance with company policies.
- May be required to visit various Customer sites for physical equipment troubleshooting.

**Team Work**:

- Constructively participate as a member of the wider IT Department.
- Undertake any other tasks or once-off projects which may be assigned from time to time.
- Provides individual and/or group instruction and training to Level I s, and/or Graduates on new or updated technologies.
- May lead lower graded Team members i.e. Level I s, and/or Graduates in performing the same or similar type of work.
- May participate on technology projects with large scope and broad organisational impact.
- Performs varied technical assistance and maintenance duties; maintains and updates record keeping system; documents projects; writes and maintains user instructions.

**Key skills/attributes/ position specific competencies**:
The following indicates what would typically be expected for this role at a competent level:

- After-hours availability for critical support when required,
- Knowledge of computer hardware and peripherals and basic networking (LAN, VPN), e Excellent written and verbal communication skills — especially writing professional reports.
- Strong telephonic and written etiquette.
- Information technology system support skills.
- **Excellent Microsoft Office skills.**:

- Knowledge of network troubleshooting skills.
- Professional and punctual approach.
- Commitment to customer service and exceptional attention to details.
- High level of integrity and confidentiality.
- Able to work under pressure.
- Highly self-motivated.
- Systems troubleshooting.
- **Good Communication skills**:

- **Able to work with Corporate clients**

**Living the Spirit**:
We have outlined how you will bring our core company values to life in your role below:

- Continuously embracing the power of teamwork to overcome challenges and find innovative solutions to make a positive impact within the Global Support Team. Take the initiative to make improvements.
- Encouraging a supportive and inclusive environment where every team member's contribution is valued. It's always important to remember that success is a collective achievement, and we celebrate it as a team.
- Support Junior IT Helpdesk Technicians/lnterns and share your knowledge to help them upskill and develop in their role and career.
- Lead by example, encouraging authenticity and openness among the team.
- Uphold high moral and ethical standards in all your actions and decisions.
- Take ownership of complex issues, driving them to resolution and ensuring accountability for your work.
- Embrace each day as an opportuni