About this role
Key Duties / Responsibilities :
- Provide advanced Level 2 support for Windows, macOS, and mobile devices.
- Troubleshoot Teams Voice, Surface Hub 3, AV/VC, and printing solutions.
- Support Generative AI tools and automation for modern workplace enablement.
- Assist in network connectivity, Wi-Fi troubleshooting, and infrastructure coordination.
- Participate in IT refresh projects, new office setups, and IT deployments.
- Deliver user training sessions and drive process improvements.
- Manage vendors and stakeholders in a matrix environment.
- Handle IT asset management, stock control, and e-waste disposal.
- Desktop/Laptop Support: Troubleshoot hardware/software, install OS, perform upgrades.
- Server Maintenance: Replace drives, PSUs, DIMMs; perform system updates and fixes.
- Storage Systems: Maintain SAN/NAS devices, plan capacity, and replace faulty parts.
- Network Infrastructure: Configure CISCO switches/routers, ensure connectivity, apply security.
- Cisco Router Support: Troubleshoot and maintain routers, firmware updates.
- Rack & Stack: Install, cable, and optimise server racks and network devices.
- Documentation: Maintain hardware records, prepare reports, document procedures.
- User Support: Train users and communicate technical guidance effectively.
- Emergency Response: Provide on-call support for urgent issues.
Qualifications & Skills:
- Bachelors in IT/Computer Science (or equivalent experience).
- Certifications like CompTIA A+, Network+, or CCNA preferred.
- Proven IT field support experience.
- Strong hardware, networking, and Cisco router knowledge.
- Excellent communication and teamwork skills.
- Physically fit, willing to travel, and able to handle equipment.
Desired Skills & Experience:
- 5+ years of enterprise IT support experience.
- Knowledge of Windows 7/10, Active Directory, Office 365, DHCP, DNS.
- Familiarity with ServiceNow or similar ITSM tools.
- Good prioritisation, communication, and decision-making skills.
- Proficient in Windows 7/10, Active Directory, Office 365, SharePoint, DHCP, DNS.
- Experience with ServiceNow or similar ticketing tools.
- Strong decision-making, prioritisation, and self-discipline.
- Act as the first point of IT contact for the site.
- Provide end-user desktop/laptop support and smart hand assistance for network & servers.
- Handle software installations, onboarding/offboarding, and IT asset sanitisation.
- Deliver executive/VIP support and assist backend teams with network/server issues.
- Manage IP phones, VC systems, printers, and application issues.
- Troubleshoot Windows 10, Office 365, VPN, and SharePoint.
- Maintain office IT asset records and coordinate vendor support.
- Participate in IT projects and BAU operations (SLA, CSAT, ticket management).
- Lead documentation, process alignment, and onsite training activities.