Operations & Infrastructure
• Provide in-person support two days a week for service requests and incident resolution.
• Assist with installation, configuration, and maintenance of hardware and software.
• Ensure client devices are set up according to company standards.
• Support basic troubleshooting and escalate complex issues as needed.
Security & Privacy
• Follow established IT security protocols during support activities.
• Report any observed security issues or breaches to Global IT.
• Assist in maintaining secure access to systems and devices.
Service Management & Training
• Help with onboarding and offboarding tasks (e.g., setting up accounts, devices).
• Provide basic training and guidance to end-users on IT tools and systems.
• Maintain documentation of support activities and user issues.
General Support
• Act as a liaison between end-users and the broader IT team.
Ensure user satisfaction by resolving issues promptly and professionally.
• Maintain a tidy and organized IT workspace and inventory.
Qualifications
- Excellent knowledge of IT service framework methodology, e.g. ITIL, etc.
- Strong understanding of ITIL, cybersecurity frameworks, and cloud technologies.
- Experience with MS O365 system related configuration and troubleshooting analysis.
- Thorough knowledge of infrastructure hosting, networks, and cloud computing.
- Knowledge of data protection operations and legislation (e.g. GDPR).
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