Overall Purpose Of The Job

Key Responsibilities

• Provide technical assistance and support for computer systems and software.
• Answer questions or resolve computer problems for clients in person, via telephone or from a remote location.
• Install, modify, and repair computer hardware and software. Train users to use new or modified equipment and software programs.
• Read technical manuals, confer with users and conduct research to solve problems as they arise.
• May also refer major hardware or software problems to vendors or technicians for further resolution.
• To provide technical support for computer systems and users.
• To install, configure and troubleshoot computer hardware and software.
• To maintain network infrastructure and ensure its proper functioning.
• To resolve technical issues arising out of computer usage.
• To protect user data and system security by implementing various measures

Experience Required

• 5+ years’ experience managing IT infrastructure, services and support in a similar environment: multiple servers, applications (on-premise and cloud), file/print, database, mail, mobility. 350+ end users.
• Experience supporting multiple sites across a region\continent.
• Experience of working in a global organization, with the ability to thrive in a multi-cultural work environment.
• Experience supporting remote and isolated sites (low bandwidth links, connectivity issues).
• Experience of engagement with business stakeholders throughout a large organization to ensure the delivery of effective IT services and support to meet business requirements.
• Experience working within a large distributed IT organization which includes out-sourced and shared services teams.
• Proven experience managing IT OPEX & CAPEX budgets and liaison with a finance department to ensure IT expenditure is controlled.
• Experience managing a technical team including 2nd & 3rd line support engineers
• Experience managing 3rd party service providers and vendors
• Experience supporting Dell hardware and Microsoft OS an advantage
• Previous experience providing IT services and support to a call centre environment highly beneficial

Qualifications

• Educated to degree level or equivalent
• Technical qualifications such as Comp TIA A+, Microsoft MCSA/MCSE, Cisco CCNA an advantage.
• Demonstrable knowledge of ITIL service delivery framework, ITIL qualifications beneficial.

• English language skills (oral and written) an absolute must. Knowledge of an additional language is a significant advantage.
• Travel / Rotation Requirements (Brief description of any travel or rotation requirements)
• Minimal travel is required for the role – occasional trips to support smaller sites in the Americas region