Information Technology Engineer

A Day in the Life of IT Specialist

The role is accountable for ensuring the thorough delivery of technical services to new and

existing clients. The role is an integral part of a technical team supporting a hosted environment

that delivers hosted services to both internal and external customers. The role is responsible for

driving performance, reliability and technical problem resolution for software and infrastructure.

Our core values are central to who we are and how we do business.

Our clients will be expecting you to collaborate positively, have a passion to succeed, be

prepared to take smart risks, possess leadership qualities, be able to flex your expertise and use

your strong sense of customer focus to exceed expectations, every day.

The IT Specialist will prioritize support issues, projects and initiatives as needed aligned with organization, location, region, and business requirements. He will lead in planning and executing IT projects including coordination with local vendors, partners and site stakeholders and external parties and will be responsible to promote and enforce IT policies, governance as well as driving fulfillment for defined KPI’s and SLA’s.

Deliverables

 To support the day to day running of the Microsoft technology stack including systems

maintenance, system monitoring and housekeeping, patch management and version

control, administer backups and restores, capacity, availability and continuity and system

performance management

 Provide an exceptional support service to the business to ensure seamless operation

 Installation, configuration and upgrading of server/client software and related products

 Evaluate new software and hardware features and any other related products

 Contribute to system design and implementation

 Setup and maintain system documentation and standards

 Perform general technical troubleshooting and provide consultation to other teams in the

business

 Responsible for resolution of Incidents, Requests and Problem management in line with

customer SLAs and ITIL framework

 Adhere to the operational change process to ensure consistency and delivery of quality

 Interface with 3rd party technical support to assist in the resolution of Incidents, Requests

and Problems

Other

 Contribute to department processes and procedures and participate in continual

improvement

 Work as part of a team and provide 24x7 support when required

 Awareness and compliance of ISO9001, ISO27001, ISO22301 and GDPR regulations

 Help create a culture of learning, trust and self-improvement

 Any other duties as required

Skills and Knowledge

 Essential:

 Strong communication skills and the ability to deal with individuals (internal and external)

at all levels

 Ability to promote infrastructure initiatives to technical and non-technical colleagues as

appropriate

 High standard of Incident and Problem management

 Excellent troubleshooting and problem-solving skills

 Wintel administration and implementation experience

 Strong Knowledge of Active Directory (AD) and Group Policies

 Experience supporting Microsoft Terminal Services

 Experience supporting systems running in Microsoft 365

 Appreciation of ITIL standards

Desirable:

 Telecommunications Industry knowledge

 CISCO AnyConnect VPN client

 Network troubleshooting, TCP/IP and general WAN/LAN troubleshooting