IT Support Associate

This is a hands-on operational role supporting the integrated IT Organization. Main duties include: supporting services to users; troubleshooting network and server hardware issues; configuring personal computers and mobile devices, managing systems and software applications, resolving telecommunication and network communication issues (including WiFi). Providing support to IT projects and initiatives. 

Qualifications, Experience, Know-how 

1) Required Training & education

• Educated to degree level or equivalent qualification in IT technical field (e.g. Computer science, Information Systems) or experience working in an ITIL framework. Minimum three years IT operational experience within commercial or healthcare sectors and customer facing roles. 

2) Required professional experience

• Helpdesk support: with systems, email, applications, hardware, mobile devices, software issues.
• Using ticketing and/or incident management tools
• Conducting regular maintenance activities on servers and ensuring backups etc. conducted to schedule. Resolving or escalating issues
• Monitoring networks, firewalls and devices and upgrading as necessary.
• Systems Admin: software upgrades, security patches, upgrades are scheduled and installed, and user issues resolved.
• Helping with WiFi access for users and visitors
• Technical support with WiFi hardware installation or issues (access points, routers, switches).
• Managing hardware lifecycle management
• Following guidelines (SOP’s) and related instructions and schedules 

3) Specialist knowledge

Experience in:

• Installing  and  troubleshooting  applications  across  a  variety  of  systems environments and possible remote locations
• Windows Operating systems, Windows Office solutions (preferably O365)
• Understanding of IT infrastructure, corporate network and wireless networks
• Support with SAP ERP technical issues. 

4) Important personal qualities or personal requirements 

• Good  communication  skills,  both  written  and  verbal  with  an  ability  to understand the needs of the user, both technical and non-technical.
• organized and structured approach to tasks and deadlines and proactive with replies. Able to focus on priorities under pressure.
• Good problem-solving skills and can work in a methodical way to find solutions