Responsibilities:

• Strong and solid IT Support / Service Desk experience, providing IT related service to end users on a variety of issues. The role must Identify, research, and resolve technical problems.


• This is an 80% hands-on technical role, leading the regional IT team.


• Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, KPI’s (key performance index), meeting or exceeding customer’s requirements and expectations. Customer complaints are fully addressed and escalated when required.


• Vendor, Supplier & ISP management. Effectively coordinate with Vendors, Suppliers and ISPs for a smooth IT Service Delivery in region.


• Incidents and Service Requests are managed effectively; ensuring information is captured in the IT Service Management Tool for future reference and analysis, in line with ITIL principles.


• Understanding and knowledge about cloud computing and concepts, as well as Office365 / M365 (Azure, SharePoint, OneDrive, Exchange Online etc.), IaaS, SaaS, DaaS, PaaS etc.


• Contribute to the effective management of assets. All movement and acquisition of assets are tracked in the Asset Management Tool for compliance and audits.


• Consistently demonstrating clear and polite written and verbal communication skills alongside being comfortable in an end-user facing technical role requiring solid technical capability.


• Thoroughly investigating end-user’s issues, interacting with internal teams, as well as external 3rd parties and escalating the cases appropriately as and when needed.


• Actively seeking solutions to end-user needs, communicating trends to management, and suggesting innovative solutions on behalf of the end-user.


• Demonstrating appropriate sense of urgency for response time and service levels.


• Knowledge about supporting Engineering Applications (Autodesk, Bentley, Primavera etc.), Productivity applications and other standard applications / software.


• Creating and maintaining FAQ documents as needed to be uploaded on the centralized Knowledge Base.


• Identifying, troubleshooting, and resolving end user facing IT issues, document problems and solutions.


• Participating in workgroups, voice of the customer and continuous improvement projects. • Providing end-user service through phone, e-mail and/or face-to-face meetings.


• Tracking outbound and inbound communication (phone, email and chat support).

In addition to the responsibilities listed herein, the employee may be required to perform other ad-hoc tasks as needed or directed by the supervisor or management. These tasks will be within the reasonable scope of the employee's skills, capabilities, and role within the organization. The intent of this provision is to allow for flexibility and adaptability in meeting the dynamic needs of the organization, ensuring that operational requirements can be met efficiently. All such tasks will be assigned considering the employee's current workload and with respect to their professional development.

Knowledge/ Qualification/ Training/ Certification:

• Bachelor of Science in Computer Science, Information Technology, Computer Engineering or Equivalent


• 8+ years of experience in IT Help Desk / Service Desk role


• Strong Infrastructure (L2 support and configuration) support expertise and exposure (systems, network, user end computing devices)


• Business Applications ( L1 configuration & support)


• Windows Operating systems - Understanding of Cloud Technologies


• Microsoft 365 (Teams, Sharepoint, MS Office Suite)


• Active Directory, Exchange Online/On-Premise


• IT Ticketing Systems (IT Service Management – ITSM Tool) based on ITIL v3 framework.


• Computer, Printer, IT Peripherals, Smart Devices (smartphone, tablet etc.)

Nice to have:

• ITIL v3/4 Foundation


• MCDST (Microsoft Certified Desktop Support Technician)


• MCP


• Other relevant certifications


• IT Ticketing System (Servicedesk, ServiceNow, Freshservice

Communication:

• Excellent command of the English language in both oral and written communication and skills.

Behavior/ Core Competencies:

• Valid driving license is desirable


• Must be fluent in English (fluency in Spanish will be an advantage)


• Must be a team-player, should have ability to work in a team-oriented, collaborative environment


• Strong problem-solving skills and positive attitude to complete given tasks & problems

HSSEQ:

The Employee shall observe the Health, Safety, Sustainability, Environment and Quality rules of the Company; it’s clients and the governing authorities of the host country.