Role purpose: To implement, manage and maintain internal platforms that includes Windows Servers, Virtual Desktop Infrastructure, SCCM, Skype for Business and other systems that falls under infrastructure, collaboration, messaging, workplace and real time communications domain.
Key accountabilities and decision ownership:
• Maintain, operate and support all Office IT Systems
• Ensure all systems are deployed according to IT Governance and Cybersecurity guidelines/standards
• Document process and procedures within Office IT space
• Drive Local and Global projects and making sure that they are properly being logged, tracked and monitored
• Ensure that all incidents, problems and service requests are logged and tracked in the ticket management system correctly and accurately
Core competencies, knowledge and experience:
• Results driven and decisive, with a keen focus on customer needs
• Solid experience on Microsoft Systems Administration
• Proven experience with virtualization technologies for Desktops and Servers
• Proven experience with Real Time Communications systems (such as skype for business, video-streaming systems, etc.)
• Good understanding of client software automation and configuration management systems (e.g. SCCM, HP Radia)
Must have technical / professional qualifications:
• 3-5 years’ experience working in IT Support Engineer role
• University degree in IT or related discipline
• Ability to effectively prioritize tasks and execute in a high-pressure environment
• Communicates effectively in both oral and written form
• MCSA Certifications on Server 2016 and Office 365
• ITIL Foundation, COBIT and/or any virtualization certification/training on Hyper-V or VMWare are an advantage
Budget owned (figures) if applicable: N/A
Key performance indicators:
• SLA compliance for all calls as per defined targets
• Projects delivered on time and on budget
• System availability of 99.9%
• 100% compliance with IT Governance standards and cyber code.
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