Information Technology Support Technician

Stealth mode startup:

We are not a startup but a giant in the making; backed by one of the most influential, visionaries in the world, we aim to dominate the market as a global online player, with primary focus on the Middle East. All we need is an all-star team, that has razor sharp focus, is relentless with their execution and humble.

Role overview:

As an IT Support technician you will be responsible for working closely with the business, fellow technicians and engineers to implement and maintain critical infrastructure elements as well as day to day support to meet our operations present and future business needs.

Besides your day-to-day activities, there will be plenty of opportunities for you to get involved in projects and innovate. You will be a key part of a multinational team and thrive in delivering high-quality results and always be on the lookout for improvements.

Responsibilities:

- Provide a 1st / 2nd line support service that ensures all IT equipment and infrastructure is running to its optimum performance and that all departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met on your site.

- Participate in site-wide projects that support changing business and IT requirements.

- You will be working in shift patterns, with some out of hours work.

- Carrying out the execution of change management requests as required (which does include out of hours work).

- Installation, maintenance and support of IT equipment including (but not restricted to) laptops, telecoms equipment, printers, scanners, thin clients and workstations. Some cabling work will also be required (after training).

- Management of imaging workstations and laptops including updates.

- Ensuring that work is carried out to a high standard and complies with all company policies

- Providing technical support/input to site and team projects and initiatives.

- Conducting end user equipment trials and testing.

- Undertaking ad-hoc requests and tasks as and when required.

- The management Asset and Inventory including checks / audits in line with global standards and processes including Return Merchandise Authorization (RMA) process with suppliers.

- Providing assistance to senior engineers as required (which does include out of hours work).

Minimum Qualifications, Experience & Skills:

- Experience in MS Windows System Support

- Some Linux/Unix System Support experience

- Two years prior technical (IT) exposure/experience highly favorable, preferably in an operational environment.

- Excellent English communication skills (written & verbal). Able to communicate technical information to nontechnical audiences.

- A strong sense of customer service and demonstrable history of excellent customer-facing skills.

- Demonstrable methodical problem solving and excellent analytical skills.

- Able to keep others informed of information that contributes to the performance of the team, department or company (Team player).

- Be self-motivated and able to work alone as well as part of a team.

- Able to prioritize in a complex, fast-paced environment.

- Experience in establishing new processes and procedures as well as following those already in place and always looking for improvements.

- A willingness to roll their sleeves up and be hands-on.

- An excellent understanding of computers (both hardware and software) and a demonstrated willingness to learn new technology and to train and learn new skills

- Demonstrable strong initiative (is proactive) and motivation with the ability to learn quickly.

- Ability to be flexibility in working hours and shift patterns to provide cover for operational requirements.

- Full driving license.

- Telecom knowledge including VOIP / SIP and mobile technologies.

- Previous experience in a highly dynamic and fluid environment with a high degree of customer service.

- Help Desk / Technical support experience.

- Ability to develop clear, concise documentation.

- Ability to train others and generous with time to pass on knowledge.

- Ability to develop the skills needed to support specific Fulfillment Centre Automated Systems.

- Ability to coordinate with corporate-based support groups to implement IT changes.

- Project management – technical task execution.