IT Support Executive (Operations and Support) - Downtown Core

Job Description

Provide technical support and assistance to our business partners, ensuring that their systems and hardware are running efficiently and effectively. The successful candidate will work as part of a team to troubleshoot, diagnose, and resolve IT issues that may arise, providing excellent customer service and support at all times.

• Provide technical support to business partners, including troubleshooting and diagnosing hardware and software issues, and providing resolutions or workarounds where possible.
• Install, configure, and maintain hardware and software systems including desktops, laptops, mobile devices, printers, and other peripherals.
• Manage user accounts and profiles for systems and applications with strong sense of integrity and responsibility.
• Manage and maintain asset inventories for hardware and software, ensuring accurate tracking and reporting of all assets.
• Document and improve standard operating procedures (SOPs) and guidelines to ensure efficient and effective delivery of IT services.
• Manage and resolve tickets in JIRA, ensuring that issues are resolved in a timely manner and to the satisfaction of our partners. Escalate to L2/L3 support where appropriate.
• Communicate effectively with clients, keeping them informed of progress and providing regular updates.
• Document all support activities, including issues, and resolutions, in a clear and concise manner.
• Participate in projects, upgrades, and rollouts, as required.

Job Requirements:

• Candidate must possess a recognised Nitec or High Nitec, Diploma or Bachelor degree in Computer Science, Information Technology or related field, or equivalent.
• Minimum of 3 years experience in a technical support role.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service skills and ability to write or communicate effectively with technical information to non-technical users.
• Experience with Microsoft Windows OS, M365 (OneDrive, MS Teams, etc), AD, SCCM, Microsoft InTune, ABM, Samsung Knox, and Video/Audio systems.
• Knowledge of network protocols and infrastructure.
• Familiarity with remote support tools and techniques.
• Ability to work independently as well as part of a team with strong organizational skills and attention to detail. A sense of urgency to operate in a demanding environment.
• Knowledge of asset inventory management practices and tools.
• Experience with Atlassian Jira and Confluence systems.