SCOPE

Prompt response to requests for technical assistance in person, via phone, and electronically or by other means
Maintaining high troubleshooting and user support standards for all support issues
Meeting and Conference Room setup and maintenance
Understands and follows our working procedures and guidelines.
Sets up user accounts and modifies permissions as required
Determines proper escalation path for non-resolved issues
Manages IT equipment inventory
Offboards and onboards users
Order processing
Routinely completes assigned tasks in a timely manner
Has in-depth knowledge of our digital ecosystem
(desktops, laptops, software, hardware, printers, infrastructure, networks, VPN and other related equipment)
Works independently; receives minimal guidance
Identifies and recommends appropriate changes to improve desktop support processes, infrastructure and systems to improve performance, reliability, availability and service
Provides productivity training
Intuitively knows when to pick up the slack or fill the void for other team members
Leads mid to large projects
Anticipates internal and/or external business challenges and/or regulatory issues
Can effectively give direction to more junior members of the team
Contributes to the technical direction and strategy of the IT Ops team
Can undertake technical appraisals
Seeks out ways to automate repeated manual tasks to free up time
Comes up with elegant solutions to complex problems
Order Management
Actively work to reduce the cost of managed systems
Create procedures and guidelines
Team performance review

ROLE LEADERSHIP

Passionate about our users and improving our digital ecosystem (desktops, laptops, software, hardware, printers and other related equipment)
Analyses and solves problems based on facts using all available data and gathering user feedback
Routinely exercises judgement and discretion to achieve objectives, yet recognises when problem-solving may benefit from involving people with different opinions and skills
Is a positive influence on others to help meet business and team goals
Is a key contributor and drives the technical input for projects
Adapts to rapid change, takes educated risks, experiments with new solutions

PEOPLE LEADERSHIP & TEAMWORK

Proactive in collaborating to resolve any issues with our digital ecosystem (desktops, laptops, software, hardware, printers and other related equipment) which may be impacting our users
Ability to clearly explain issues, problems and ideas to technical and non-technical audiences, at all levels
Aims to excel in helping users with a positive can-do attitude
Aims to make the user feel that he/she is listened to and supported
Enthusiasm, commitment and passion for the role
Involves other individuals/teams as necessary to get stuff done
Contributes to the success of the IT Ops team (e.g. mentoring, facilitating workshops, learning buddy, onboarding etc)
May be involved in the hiring of new employees
Engages with our users to resolve any issues with minimum impact for the user
Actively shares experience and technical knowledge within the IT Ops team. e.g. running workshops etc
Team 1:1
Run Regular Team Standups
Team review and work assignments

PERSONAL LEADERSHIP

Strong organisational skills
Strong troubleshooting skills
Strong attention to detail and a love for processes
Ability to work using own initiative and under direction
Ability to work well under pressure and tight deadlines
Ability to quickly learn and understand new systems
Be highly engaged and proactive in your own skills development
Be highly motivated
Keep up to date with the latest and greatest in your own area of technical expertise
Distilled values and culture ambassador at the team level

TECHNICAL SKILLS - GENERIC

macOS knowledge
Windows knowledge
Network infrastructure (DHCP, DNS, VPN) knowledge
Email Systems
Security Best Practice - N
Video Conference systems
Instant messaging services
Windows Server knowledge
Device Software Management Knowledge
macOS Hardening Knowledge
Firewall Experience
Anti-virus Experience
Software Licensing/admin
Digital PBX Admin
VoIP Admin
RMM (Remote Monitoring/Endpoint Management) Expertise
Server Vurtualisation/Cloud
Laptop break/fix
Printer management
Active Directory
Windows File permissions
Server backup/snapshots

TECHNICAL SKILLS - SPECIFIC

Okta
Jamf
AWS
Azure
Office 365
Slack
Google Workspace
pfSense
Ubiquiti
Eset
Zoom Phone
Zoom Room
FreshService
Veeam

IT OPS