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Description

Main Aspects of the Job:

Working as part of the global IT team, the post holder will support desktop, server, network, printing, and telephony environments for region with minimal supervision. This is a critical support role assisting KBC staff (in regional offices, home based or on the road) with technical support. 

Main Roles and Responsibilities:

  • Be the first point of contact for all users in the region for any IT related issues or questions
  • Adhere to corporate standards across all technology
  • Assist in network administration by creating user accounts using Active Directory and setting up Exchange/Office 365 email accounts.
  • Support, troubleshoot, and resolve end user problems relating to Remote support, Virtual Private Network (VPN) and computer hardware/software issues
  • Install and configure new end-user workstations and laptops, and install hardware/software upgrades
  • Create and maintain documentation to support all technology in the region
  • Data backups on all servers and laptops; monitoring and recording status of backups
  • Participate and manage projects for rollout of new hardware/software, office expansions and new offices.
  • Proactive monitoring of all IT systems and make recommendations to management for technical and process improvements
  • Negotiate with local suppliers for IT services, ensuring productivity and cost targets are met
  • Monitor and update all tickets assigned to region and individual in the Helpdesk system, adhering to SLA targets
  • Escalate complex issues to manager or other members of the IT team for further investigation
  • From time to time, assist in project work to roll out new technologies
  • Any other duties as and when required

Position Requirements:

  • Previous experience in a similar role (1st and 2nd line Helpdesk and Desktop support) for a medium sized company
  • Experience of Active Directory, Domain Name System (DNS) and Dynamic Host Configuration Protocol (DHCP)
  • Mobile Device Management (MDM) Platform experience – experience of supporting mobile phones (iOS & Android)
  • Support of Windows 7/10 in an enterprise environment
  • Support of Windows Server 2008/2012/2016
  • Desktop and laptop hardware configuration
  • Microsoft Exchange & Microsoft Office 365
  • Microsoft Office 2013/2016/365
  • Exposure to monitoring systems (PRTG or similar)
  • Enterprise infrastructure environment experience
  • Cisco Call Manager or similar platform (desirable)
  • VMware Administration (desirable)
  • Microsoft System Center Configuration Manager (SCCM) Experience (desirable)
  • Microsoft accreditation (MCP, MCSE or similar - desirable)
  • Good organizational skills and ability to meet deadlines and multi- task
  • Demonstrate a high quality of technical ability, competence and productivity
  • Experience of working in a client facing role (IT users) and proactively managing those relationships
  • Excellent communication (written and verbal) and interpersonal skills
  • Ability to work well in team environment under supervision and willingness to assist others
  • Display a high level of professionalism towards colleagues and as an ambassador of the company
  • Cost conscious and aware of personal contribution to company profitability
  • Demonstrate a proactive approach in both personal and technology development
  • Must be a self-starter that demonstrates a flexible approach

Due to the nature of the role, there will be manual handling involved.

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