Senior IT Professional

Job Description:

Responsibilities:

1. Owning and managing employee technology problems/tickets from start to finish.
2. Effectively communicating, managing, and escalating issues.
3. Building, testing, deploying, and recovering desktops and laptops, and ordering IT equipment and peripherals.
4. Managing tasks and resources relating to projects and service support tickets.
5. Delivering clear and concise support documentation, identifying areas of inefficiency and recommending changes.
6. Identifying risks and problems and recommending solutions to complex situations.
7. Providing ideas and suggestions clearly and concisely.
8. Providing end-user training (virtual and in-person where necessary) to ensure IT processes and expectations are communicated and met.
9. Processing user account creation/modifications & terminations for various systems.
10. Logging service requests, incidents, problems, improvements, and feedback.
11. Being highly organized to deliver on commitments with the ability to prioritize multiple projects and tasks in a fast-paced environment.
12. Handling a challenging, real-time environment with strong and quick on-site troubleshooting capabilities, able to problem-solve and leverage skills to ensure swift resolution to problems.
13. Striving for operational excellence.

Qualifications:

1. Post-secondary education in Computer Science / Information Technology.
2. Minimum 3 years of experience providing IT support in a corporate environment (preferably within International Organizations).
3. Customer service orientation and interpersonal skills.
4. Ability to interface confidently with executive and internal customers.
5. Strong independent problem-solving and decision-making abilities.
6. Ability to work individually as well as contribute in a global team environment.
7. Proficient with all Windows operating system software and hardware.
8. Strong working knowledge of the Office 365 suite and Windows 11 environment.
9. Strong knowledge of working with the Service Now ticketing solution.
10. Advanced troubleshooting for all types of technical service requests and issues involving personal computers, network, smartphones/tablets, AV systems, and enterprise applications/systems.
11. A person who can translate technical concepts and terms into everyday language for others to understand.
12. Personal interest in technology and a drive to learn new technologies.
13. Passion for customer service and a desire to exceed expectations.