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
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