Academic qualifications and certifications:**

• Bachelor’s degree or relevant qualification in IT/Computing, or related field.

• Relevant IT certifications, such as ITIL and Microsoft 365.

Required experience:**

• Seasoned experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organization.

• Seasoned experience interacting and working closely with a variety of internal and external stakeholders at different levels in the business.

• Seasoned technical experience with a variety of technologies, for example (but not limited to) Secure Print, MS Azure, Meeting Room Technologies and Microsoft 365.

• Focuses on ensuring all lines of support for more complex incidents, requests, events, and/or problems through the effective coaching and training of IT Technical Support Engineers.

• Undertakes regular reviews to ensure that the assigned infrastructure is configured, installed, tested, and operational. Ensures that the software is installed and configured in line with business requirements.

• Proactively identifies problems, events, incidents, and errors prior to or when they occur.

• Fosters good relationships with all stakeholders including vendors, carriers, and colleagues.

• Resolves calls and identifies the root cause of incidents, events, and problems to ensure proactive future management.

• Ensures the efficient and comprehensive resolution of incidents, problems, events, and requests.

• Reports and escalates complex issues to 3rd party vendors.

• Provides continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by standard procedures.

• Proactively supports the service desk by receiving calls and incidents, problems, requests, and events when required.

• Ensures the resolution and recovery of an incident in line with the relevant processes and service level agreements.

• Updates incidents, requests, problems, and/or events with progress and resolution details.

• Performs any other related task as required.