
Tech Support Professional
1 week ago
We are seeking an IT Infrastructure Specialist to join our team.
Job OverviewThis role is ideal for someone who enjoys working in a fast-paced environment and has experience in ensuring the security, stability, and efficiency of IT infrastructure.
The successful candidate will be responsible for managing systems, networks, and user access, providing timely technical support, and implementing best practices for seamless business operations.
- Main Responsibilities:
- Managing systems, networks, and user access
- Providing timely technical support
- Implementing best practices for seamless business operations
The following KPIs will be used to measure the success of this role:
- Onboarding new joiners within 24 hours (99% success)
- 95% adherence to SLAs for mean time to respond and resolution for all tickets
- No more than 10% over average weekly ticket volume pending at any time
- 99% laptops compliant with policies (Jumpcloud, Trend Micro, Password Manager) within 1 week
- Globally managing all asset devices effectively
To be successful in this role, you will need:
- A minimum of 2 years of experience in technical support
- A strong behavioural fit, demonstrated by:
- Reliability and accountability
- Openness to feedback and collaboration
- Able to balance pragmatism and analytical thinking across multiple countries and cultures
- Data-driven decision making
- Ability to have tough conversations in a positive way
- Comfortable with a tech-enabled services business and using software to scale operations
- Strong problem solving skills
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