Objective
Provide a single point of contact for end users to receive support and maintenance within InfoTrack’s desktop computing environment.
Reporting to: Team Leader – System Support
Responsibilities (key tasks and requirements of the role)
• Assist the Systems Administrators and IT Manager with desktops, servers, and infrastructure maintenance.
• Supporting users with Windows 10, and desktop applications issues and requests
• Troubleshoot Windows OS in an efficient and professional manner
• Ensure all services requests are resolved within defined service levels and according to their priority
• Responsible for basic Systems Administration and Network Support requests
• Adhere to IT afterhours rostering schedules
• Ability to support and troubleshoot Mobile Devices
• Additional tasks as required.
Competencies (essential behaviours required for the role)
• Client focus - Ensuring that the client‘s perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet client and business needs
• High Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
• Initiating Action - Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.
• Decision Making - Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
• Managing Work - Effectively managing one’s time and resources to ensure that work is completed efficiently.
• Energy - Consistently maintaining high levels of activity or productivity; operating with vigor, effectiveness, and determination over extended periods of time.
Job Style (types of activities/responsibilities required in the role)
• Client focus - Ensuring that the client‘s perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet client and business needs
• High Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
• Initiating Action - Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.
• Details - Working on tasks requiring great attention to detail.
• Task Variety - Working on several different tasks or projects.
Knowledge and Experience (knowledge and experience required for the role)
• Demonstrated experience supporting Windows 10 operating systems in complex and business critical environments
• Experience in creating and deploying images to Windows desktops and laptops
• Experience in working in Microsoft Servers 2012/2016 and Active Directory environment
• Basic networking knowledge
• Basic Office 365 administration knowledge
• Exposure to cloud computing is advantageous
• Ability to communicate clearly, to provide clear direction both in writing and verbally
• Excellent communication skills (both written and verbal), high level of professionalism and maturity and the ability to manage stressful situations
• Passionate about new technologies and show willingness to learn
• 2 + years’ experience in a system/helpdesk support environment.
Provide a single point of contact for end users to receive support and maintenance within InfoTrack’s desktop computing environment.
Reporting to: Team Leader – System Support
Responsibilities (key tasks and requirements of the role)
• Assist the Systems Administrators and IT Manager with desktops, servers, and infrastructure maintenance.
• Supporting users with Windows 10, and desktop applications issues and requests
• Troubleshoot Windows OS in an efficient and professional manner
• Ensure all services requests are resolved within defined service levels and according to their priority
• Responsible for basic Systems Administration and Network Support requests
• Adhere to IT afterhours rostering schedules
• Ability to support and troubleshoot Mobile Devices
• Additional tasks as required.
Competencies (essential behaviours required for the role)
• Client focus - Ensuring that the client‘s perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet client and business needs
• High Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
• Initiating Action - Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.
• Decision Making - Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
• Managing Work - Effectively managing one’s time and resources to ensure that work is completed efficiently.
• Energy - Consistently maintaining high levels of activity or productivity; operating with vigor, effectiveness, and determination over extended periods of time.
Job Style (types of activities/responsibilities required in the role)
• Client focus - Ensuring that the client‘s perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet client and business needs
• High Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
• Initiating Action - Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.
• Details - Working on tasks requiring great attention to detail.
• Task Variety - Working on several different tasks or projects.
Knowledge and Experience (knowledge and experience required for the role)
• Demonstrated experience supporting Windows 10 operating systems in complex and business critical environments
• Experience in creating and deploying images to Windows desktops and laptops
• Experience in working in Microsoft Servers 2012/2016 and Active Directory environment
• Basic networking knowledge
• Basic Office 365 administration knowledge
• Exposure to cloud computing is advantageous
• Ability to communicate clearly, to provide clear direction both in writing and verbally
• Excellent communication skills (both written and verbal), high level of professionalism and maturity and the ability to manage stressful situations
• Passionate about new technologies and show willingness to learn
• 2 + years’ experience in a system/helpdesk support environment.
