ROLE/JOB SUMMARY:
In search for a competent and dynamic individual contributor to provide end-user computing device (EUCD) support within our organization. This role focuses on delivering high-quality technical assistance, maintaining hardware and software systems, and ensuring seamless IT operations. The ideal candidate will possess strong troubleshooting skills, excellent customer service, and a proactive approach to resolving workplace IT issues. The IT Infrastructure Specialist will also work with other IT teams to ensure that the organization's IT systems are aligned with the business goals.
Key Responsibilities:
· Technical Support: Provide frontline IT support for desktops, laptops, mobile devices, and peripheral equipment, ensuring minimal disruption to business operations.
· Incident Management: Respond to service desk tickets, troubleshoot technical issues, and escalate complex problems as required.
· Installation and Configuration: Install, configure, and maintain operating systems, software applications, and hardware devices.
· System Maintenance: Perform regular maintenance, updates, and patches to ensure systems are secure and up to date.
· User Support: Assist users with IT-related queries, including email, remote access, network connectivity, and software applications. Handle users onboarding/off-boarding.
· Documentation: Maintain detailed records of issues, resolutions, and user requests to improve processes and support strategies.
· Asset Management: Track and manage IT assets, including inventory updates, procurement, EUCD technology refresh and disposal of outdated equipment.
· Security Compliance: Ensure compliance with IT security policies and practices, including access controls and data protection protocols.
· Collaboration: Work closely with other IT teams to coordinate activities and support broader IT projects and initiatives.
Continuous Learning and Development:
· Stay updated on emerging technologies and security trends.
· Pursue certifications and training to enhance skills.
Teamwork and Communication:
· Work collaboratively with team members to achieve project goals.
· Communicate effectively with stakeholders and end-users.
REQUIRED QUALIFICATIONS AND SKILLS:
Technical/ Professional:
· Diploma/Degree in IT/IS related discipline
· At least 3 years of experience in IT/IS industry
· Proven experience in IT support or EUCD services, preferably in a corporate environment.
· Proficiency in Windows and macOS operating systems, Microsoft Office 365, and common workplace tools.
· Strong knowledge of network protocols, Active Directory, and remote desktop support tools.
· Excellent problem-solving abilities and attention to detail.
· Ability to prioritize tasks, work under pressure, and handle multiple responsibilities simultaneously.
· Excellent communication and interpersonal skills
· Some project management experience will have added advantage
Technological:
· Certifications such as CompTIA A+ or ITIL are a plus.
General:
· Able to speak/write English fluently
· Good communication & presentation skills
People/Relations:
· Good analytic, vendor/partner management skills
· Mature individual with ability to handle crisis and demanding users
· Work well with people at all levels of all races and nationalities
OTHER REQUIREMENTS (Physical, Certificates, Etc):
- Managed/supported IT in a 24X7 environment is preferred
- Expected to work the necessary hours to complete duties and/or fulfill responsibility
- Domestic and international travelling may be required
