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IT Support Engineer

Description

The EE is the single point of contact for all Executive IT Support needs. These range from performing everyday support tasks including password resets and software installations, to providing advanced support of the latest models of personal mobile devices, planning and executing of meeting support and potentially home visits.

The EE coordinates and performs Executive IT meeting support. These meetings can range from 1-to-1 videoconference calls, as well as large town halls and/or webcasts, requiring multiple video locations, and up to thousands of attendees. There is a documented process to plan and coordinate these events. This also requires in room presence at the hosting location, where the EE is the single point of contact for queries and issues during the event. The EE would work with several suppliers to make the meeting/event a success.

The principal accountabilities are:

  • To be continuously aware of the safety and security considerations required on site and to ensure that all work practices and procedures will be safe to her/him and others
  • Maintains effective and professional customer relations at all times
  • Understands the general sensitivity, priority and urgency around our most senior leaders
  • Prevents, troubleshoots and solves technical issues reported by end-users within the End User Computing infrastructure
  • Performs planned and unplanned activities including but not limited to IT PC health checks, pre-travel IT checks, Operating System installations, and maintenance of a variety of personal devices including smartphones, tablets and laptops
  • Provides end-to-end planning and support for the IT requirements of the (virtual) Executive meetings/events, including Executive IT meeting room setup and event preparation, ensuring a smooth running of the event. Coordinates the follow up of any issues that may arise during the event.

REQUIREMENTS:

  • Minimum Vocational/Diploma/Associate Degree (technical field) equivalent
  • At least 3 years of working experience in related field(s)
  • Experienced IT support trouble shooting skills of Microsoft Operating Systems (Windows 7/10/11), Apple iOS on mobile devices and Microsoft Office products 2016/O365
  • Managing expectations and effective communications with the most senior Executives in the company are key skill requirements.
  • First and/or second line support IT Service Desk experience is preferred
  • Working experience using ITIL processes (ITIL Foundation Certification preferred)

Additional Information:

  • To handle stressful situations where Executives demand immediate solutions of their IT problems
  • Ability to work in an Agile environment and contribute knowledge to the team
  • To be able of work independently, taking ownership in situations where direct action is required and solutions are not obvious, which demands persistency and creativity
  • To adhere to the relevant standards and work in a structured way, enabling cross-boundary teamwork
  • To aim at identifying and exploiting opportunities by means of proactive actions against potential IT related problems and threats

Michael Bailey International is acting as an Employment Business in relation to this vacancy.

IT Support Engineer