Job Overview

End user support including Hand/eyes need for IT services for PC Imaging, end user support, for desktops, Laptops, Peripherals and Local Applications support

Job Responsibilities:

Provide Hand & Eyes support to Regional, Market, and Global IT teams.

Provide 1st and 2nd level support to end users.

Monitor and manage tickets assigned to Support group.

Assist in planning, designing, testing, and deploying upgrades or new local hardware and local applications.

Assist in the management of IT hardware, software and equipment in the office.

Administer purchase orders and invoices for the local offices.

Monitor finances and advise on savings and improvements.

Ensure compliance of the office in ISO, ISAE, and regulatory requirements, and maintain required reporting.

Ensure end user satisfaction of the IT service within the local office.

Be security-oriented and vigilant of any risks, vulnerabilities, or threats.

Avoid any nonconformities with security standards.

Ensure and control the Confidentiality, Integrity, and Availability of local office data.

Assist the Workplace Support Manager with budget-related expenditure estimates, preparation, and maintenance of office budgets and servicing costs.

Provide training, guidance, and coaching to users on IT matters and TMF applications and operational procedures.

Raise local risks and concerns about IT service quality to immediate line manager to proactively address them.

Maintain convenient communication and high-level visibility to the Workplace IT Manager to ensure alignment between the local office and broader TMF roadmap.

Assist with global projects or local projects with guidance and approval from the Workplace IT Manager.

Provide Hand & Eyes support for locally owned infrastructure, servers, backups, ISP coordination, networking devices, user management, and capacity planning.

Perform user administration in O365 and exchange emails based on available access rights.

Deploy, update, and upgrade operating systems, while managing policies and profiles.

Manage and protect IT assets, as well as manage apps and data, ensuring connectivity configurations are in place.

Monitor and respond effectively to requests and incidents assigned to the workplace support group in the ITSM ticketing tool within defined SLAs.

Assist end users with technical needs related to IT assets and supported applications usage.

Follow best practices to meet performance and security requirements during new joiner inductions, change deployments, or as required.

Compile and provide documentation for end users on the basic use of TMF assets such as printers, projectors, and smart boards.

Ensure proper documentation of all IT assets and their configurations in the local office, including photos and diagrams.

Update the asset management register upon purchasing, decommissioning, assigning, or un-assigning any IT asset, keeping information accurate and up to date.

Ensure application access is available and effective, and that documentation is current in LeanIX.

Maintain up-to-date active directory objects, OUs, and groups, following standard naming conventions.

Provide proactive hands-on support for Operations and Engineering IT teams in managing local office servers, networks, and global infrastructure components.

Ensure all servers are backed up according to schedule, patched, updated, and included in security and monitoring scans.

Monitor physical and logical resources to prevent service disruptions.

Enhance the Azure Chatbot knowledge base, ensuring its accuracy and comprehensiveness for local office requirements, and contribute to its continual improvement.

Raise purchase orders, control IT expenses, and participate in IT budget processes.

Job Requirements:

Windows 10, Windows Server 2012 R2, 2016 and Hyper-V installation, administration and configuration.

Work experience on ITIL 4 processes and certified.

Vulnerability and Patch Management.

WAN, LAN and WIFI access points management for local Offices.

Dell Physical server, storage administration and DPM disk and Tape backup management.

Work Experience on Citrix, VPN and other Infra services.

Work experience on user management in Microsoft O365.