IT Support Specialist RoyalJet

IT Support Specialist support the Infrastructure & Support Section to maintain the Integrity, Security, Efficiency and Performance of the Royal Jet IT infrastructure. Provide user support by attending to support calls or tickets as required, ensuring that response and resolution time SLA’s are met and that all tickets are captured in the system. Provide Tier 1 and Tier 2 level support to users as required. Take Ownership of the IT Service Desk, ensuring all Support Officers are closing tickets within SLA’s and that any escalations needed take place as per process and SLA’s. Ensure Customer Satisfaction is of a high standard, and any escalations are resolved in a professional manner that is satisfactory to the business/users as appropriate. Provide out of office duty coverage as required to ensure complete support coverage to the business.

Responsibilities of IT Support Specialist

• Take Ownership of the IT Service Desk, ensuring all Support Officers are closing tickets within SLA’s and that any escalations needed take place as per process and SLA’s.
• Provide users with on-site or remote Level 1 Desktop support as required.
• Responsible for providing User Support, either as Tier 1 or escalated Tier 2, ensuring all users are supported through adequate IT Support; meeting SLA’s and the Operational Requirements of Royal Jet.
• Ensure all user request and task perform are logg within the IT Service Desk (for yourself and other IT Support officers).
• Action all tickets assign to yourself as per IT department process of assignment, and ensuring they are resolve within agree SLA’s.
• Ensure Service Desk SLA’s and KPI’s is to meet for yourself and other IT Support Officer and are being report and constantly improve.
• Provide out-of-office duty coverage on mobile and remote access as required by department Duty shifts.
• Provide IT off-site support as required by performing site visits for health monitoring or installing or troubleshooting IT components or services.
• Configure and Deploy assets such as computers and mobiles to users as required. Maintain inventory of those assets as required. Perform Technical Evaluations on assets as per company policies before replacements.

What You Will Do More

• Ensure all assets are standardize with a model’s catalogue. Ensure the imaging of laptops is set to a standard. Ensure all asset in the company including laptops, printers, scanners, and software licenses are monitor for inventory, compliance, and policy enforcement.
• Raise Purchase Orders for the department using the Inventory Management System (such as Oracle). Keep track of progress on orders, following up with procurement as required. Ensure all assets ordered are capture in asset management systems.
• Assist the Infrastructure & Support Section Head to Configure, Deploy, Install. Maintain networks, servers, desktops, laptops, printers, and other IT peripherals as required.
• Plan, Configure, Install, and maintain structured cabling and active network components as required.
• Upgrade, maintain (Troubleshoot and Fix) all company IT hardware and software as required.

Requirements of IT Support Specialist

The requirements for role of IT Support Specialist are as under:

• University Degree or equivalent.
• Minimum 4-6 years of experience in providing IT Desktop Support. Experience with a professional Service Desk system and managing SLA’s. Experience in installing network components and printers and deploying laptops and mobile devices. Experience in asset management. Exposure to these systems a plus: Exchange, BlackBerry, SCCM, and Oracle Procurement.

Skills And Knowledge Desired

• ITIL Foundation
• Strong interpersonal and coaching skills with a passion for developing others
• Strong communication skills in both written and oral
• Strong planning, organizing, and integration skills
• Strong knowledge in the development and implementation of policies & procedures
• Meticulous attention to detail
• Strong drive to grow capabilities

Development Aircraft Engineer Avionics RoyalJet

Tagged as: IT Specialist