Overall Purpose Of The Job

The IT Supervisor will be responsible for providing support to users of desktop computers and associated peripherals. This will include installing, configuring, and troubleshooting hardware and software issues. The role will also involve maintaining inventory of all equipment and software, as well as keeping up to date with the latest technology trends. Good customer service skills are essential in this role, as is the ability to work independently with little supervision.

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

Required 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.

Required Languages

• 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