IT Desk Support

In this role, the support person will oversee IT systems and assets, assist with upgrades and fixes, and provide training and support as needed. The ideal candidate will have extensive knowledge of computer hardware and software, network maintenance, and industry trends to keep us on the cutting edge. Engaging with employees throughout the company, the IT support person will have an immediate impact on the efficiency of our operations and overall growth., * Serving new commercial sites (customer sites) in regard of network installation and site connectivity.

• Supporting commercial sites in their needs in regard of workplace support and IT issues.
• Act as IT concierge service to provide end users skilled troubleshooting for all their open IT issues.
• Respond to issues over the phone, via email, in person, or through online chats
• Determine the best troubleshooting solutions or processes based on the issue and details provided by customers
• Walk customers through troubleshooting and problem-solving processes
• Focal point for customer interaction and support for all local IT issues including client, mobility, wireless, AV, conference room, Telepresence and physical connectivity
• Maintain/resolve all open incidents/tasks within ticket queue in a timely manner.
• Partner with Digital Workplace Solutions Team on new technology introduction projects to ensure the campus is prepared to deploy and support the new solutions.
• Onsite hands and eyes support for other IT teams.
• Ensure all business policies and standards related to client services and IT security and compliance are being met.
• Deliver a customer service approach for IT support issues for Corporate and on-site clients, using any available and approved tools and resources.
• Analyze and resolve complex hardware and software issues.
• Be a resource and guidance for customers with regards to Digital Workplace Team policies and procedures
• Establish working relationships with customers.
• Identify and resolve problems, applying knowledge in complex, difficult or stressful situations.
• Communicate, orally and in writing, technical information to audiences at all levels of the organization.
• Be a participative member of various teams
• Perform all other duties as specified by leadership team.

Technical Expertise:

• Different OS like Windows 10 and 11 / MAC OS
• Microsoft Teams / unified communications technologies
• AV Cisco Telepresence equipment
• Local Network infrastructure management (switches, firewalls,)
• Servers’ administration basic knowledge
• Management of small projects

• Experience in mission critical IT operations support environments
• Ability to effectively interface with all levels of the organisation and external customers
• Experience working in a global organisation

Personal Attributes:

• Strong problem-solving and analytical skills
• Openness to learning new technologies
• Strong listening skills
• Ability to manage multiple, simultaneous tasks, client relationships and expectations
• Excellent written and oral communication skills
• Patience and interpersonal skills to successfully help all clients
• Strong team player - collaborates well with others to solve problems and actively incorporates
• Effective problem identification and solution skills
• Proven analytical and organizational ability
• High level of energy and enthusiasm with the ability to thrive in a rapidly changing environment
• Customer service focused
• Proactive attitude to anticipate business needs and risks
• Capacity to propose innovative technical solutions