IT Senior Technical Support Technician - SAOTA

The Senior Technical Support Technician is responsible for leading desktop support efforts for all Senior Management in the business. In addition, this role supports the IT manager in leading the IT team as well as assisting with maintaining standards within the company.

The successful applicant should have 5-8 years of technical experience with a minimum of 3 years of management/leadership experience. Key attributes required include attention to detail, and the ability to prioritize and effectively solve problems in a timeous manner.

DUTIES/JOB ROLE BREAKDOWN

• Lead desktop support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions.
• Tier 2 escalations from Tier 1 technicians
• Tier 1 for Senior Management
• Responsible for Onboarding, orientation, and offboarding of users
• Responsible for departmental standard operating procedure documentation
• Provide Desktop support including:
• Windows 10 / 11
• Microsoft 365
• Autodesk AEC collection
• Adobe Creative Cloud
• Microsoft Suite

Administer and manage Microsoft 365 tenants including:

• Teams
• Exchange Online
• SharePoint Online
• OneDrive
• EndPoint Manager
• Azure Active Directory
• Responsible for ensuring the asset register is updated and maintained

REQUIRED SKILLS

• Minimum 5 - 8 years’ experience in a similar role
• Windows 10 / 11 & Server 2016 and later
• Active Directory & Azure Active Directory
• Device management and system security (EndPoint & Group Policies)
• Virtualization (Hyper-V)
• Storage, backup and recovery (Avepoint / Veeam / Backup Exec)
• Microsoft 365
• Exchange Online
• IOS and Android mobile
• Networking and Infrastructure
• Firewall, endpoint & intrusion protection (Mimecast, Fortigate & Defender)

QUALIFICATIONS

• A+, MCSE, MCITP or equivalent
• Microsoft 365 Fundamentals or higher
• Cybersecurity certification

ATTRIBUTES

• Ability to prioritize tasks and solve problems with a sense of urgency
• Time management skills
• Strong attention detail
• Excellent communication skills
• Ability explain technical concepts to tnon-technical users
• Problem-solving skills
• Business acumen
• Self-managed and able function independently
• Continuous learning and improvement of skill set
• Effective customer service and management skills
• Demonstrated ability work cross-functionally
• Strong English language skills (both written and verbal).
• Must be able function as part of a team
• Flexible on working hours (sometimes need tput in long hours – working across international time zones)