Descripción
RESPONSIBILITIES
Manage information technology and computer systems, users and all technology within the HQ building
Plan, organize, control and evaluate IT and electronic data operations
Creating rational strategies for implementing and upgrading the company’s network, videoconference systems solutions
Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance
Design, develop, implement and coordinate systems, policies and procedures
Ensure security of data, network access and backup systems
Act in alignment with user needs and system functionality to contribute to organizational policy
Set up, troubleshoot and resolve end user device issues support (i.e. desktops, screens, printers, docking stations, VPN, telephony, meeting room equipment, etc.)
Troubleshoot/resolve network and Wi-Fi connectivity issues
Escalate to appropriate next-level resources where required
Provide excellent communications and support to the Team, User and Global Service Desk on open issues
Perform and document initial diagnosis of issues within the Service Now ticket followed by formulating and executing a resolution plan
Meet the service levels for ticket requests, assess and prioritize incidents while investigating & resolving critical incidents
Develop and maintain strong relationships through effective, timely communication and meet deadlines
Take initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner
Undertake IT administrative tasks as required (lifecycle management etc.)
Identify problematic areas and implement strategic solutions in time
Audit systems and assess their outcomes
Preserve assets, information security and control structures
Create and handle annual IT budget for building and ensure cost effectiveness
Be on-call to lead and manage escalations related to the building IT or VIP users
WHAT WE ARE LOOKING FOR
YOUR PROFILE
At least three years in Operating Systems support, end-user device troubleshooting & managing a support team
2 – 5 years of hands-on experience in a 1st or 2nd level technology support role.
Hands-on pragmatic problem-solver with excellent customer service skills, ability to manage multiple activities and tasks simultaneously and service oriented, able to work independently & in collaboration
High attention to detail and a flexible and committed personality used to work in a dynamic environment and under pressure
Fluency in English is a must, any other language an advantage
Proven working experience as an Onsite IT Manager or relevant experience
Bachelor in Computer Science or MIS (Management Information Systems)
Excellent knowledge of technical & team management, information analysis and of computer hardware/software systems.
Expertise in managing & maintaining the onsite technology, refresh, continuous improvement and transformation.
Hands-on experience with end users, business stakeholders, computer networks, network administration and network installation.
Ability to manage personnel, priorities and business stakeholders