Job Description

About the Role
We’re looking for an IT System Support Officer to join our reputable team to support our customers and support office. Main responsibilities include providing technical support tasks, ensuring end user customer satisfaction with IT services, resolving technical issues, ensuring quality technical support outcomes, maintaining and reviewing infrastructure documentation and making recommendations for improvements. The role requires confidence to deal with end user customers, vendors and other partners. The support specialist position is to assist with the day to day support of users, systems and infrastructure and help in growing our IT services portfolio both locally and corporate level. This to ensure IT meets all business requirements.

Essential Duties and Responsibilities

These include the following. Other duties may be assigned at the discretion of management in the context of the role.

1. Provide IT Support to MSC Group End Users – (70%)

• Evaluate, prioritize and respond to requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Provide onsite and remote support for the organization ensure maximum uptime. This will require work outside of standard office hours.
• Provide support to other staff and traveling when necessary to fix and or replace equipment.
• Resolve computer, networking, printing, hardware and software related issues through in-depth troubleshooting and technical assistance.
• Log and track requests using help desk software in order to maintain history and related problem documentation.
• Handle problem recognition, research, isolation, resolution and follow-up, and refer more complex problems to technical staff while maintaining ownership of the issue.
• Create and delete user accounts, enforce security and compliance rules to employees and non-employees regarding passwords and access to computer systems.
• Provide installation support including training and education of end-user on basic toolset including telephones, laptops, video conferencing, and conference rooms/bridges, etc.

2. Analyze and assign Service Desk tickets to the Service Desk group. Provide feedback and training as required.
3. Handle additional responsibilities or special projects as required. (20%)

Required Skills or Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience

• Bachelor’s degree in computer science or related field or technical certifications.
• 2+ year experience in desktop support.

Specialized Skills

• Expert Proficiency in Office 365. Microsoft Office Word, Excel, and PowerPoint.
• Understanding of the Windows 7, Windows 10.
• Basic understanding of computer networking.
• Proven understanding of computer operations and troubleshooting for desktop, laptop, and MAC hardware.
• Experience with PC imaging software, virus protection, computer security and inventory software.
• Certifications (A+, MCP, Network+ Certification) are a plus.
• Exposure to LANDDESK, SCCM, or other management software a plus
• Must be able to lift and move computers and monitors and equipment.
• Previous exposure to call center technologies and processes.
• Avaya, Cisco Call Manger PBX Phone systems a plus.
• MS Teams, Cisco WebEx Teams, Spark & WebEx Meetings a plus.

Accountability – Proven results while managing changing priorities as well as maintaining direction and focus through proactive planning and organized approaches to work in order to meet deadlines and manage time effectively. Must demonstrate strong attention to detail and be conscientious, reliable, and punctual.
Client Focus - Demonstrates a strong customer orientation, builds partnerships, and work well across functions in order to service internal and external clients in a timely fashion.
Communication Skills – Adjusting accordingly to demonstrate sensitivity to cultural differences while maintaining highest level of abilities in all aspects of communication, written, oral, listening and expressing ideas.
Critical Thinking - Understands business strategy and processes while able to applying to local objectives.
Leadership Skills - Ability to model behavior and attributes expected by others.
Team Work - Ability to work effectively independently and harmoniously within a team while communicating a “can do” attitude and positive outlook. Willing to pitch in and do more than is required.