IT Support Engineer

IT Support Engineer

As an ICT Support Engineer, you will belong to a team of motivated, driven and fun ICT professionals within a well established, rapidly growing organisation and will provide the first line of support for our 1700+ end users globally.

What you'll do

You are the face and front line of ICT. You will take ownership of customer issues reported through the ICT Service Desk and see problems through to resolution. Your goals there are to:

• Prioritize urgent issues;
• Track and resolve tickets in a timely manner;
• Keep the ticket queue up to date;
• Effectively manage one-to-one user interactions.

To help achieve that:

• You’ll research, diagnose, troubleshoot, collaborate with colleagues and identify solutions for all raised issues. You’ll follow standard procedures for proper explanation, escalation and communication of unresolved issues to the appropriate internal teams and issue stakeholders;
• You’ll work closely with HR to support the hugely successful onboarding process as well as offboarding;
• You’ll manage and track ICT inventory, most importantly making sure we know exactly what is available. You’ll be involved in the purchasing lifecycle of equipment to add new stock to the inventory;
• You’ll write technical documentation for ICT internal documents as well as, but not limited to, employee how-to guides;
• You’ll administer user accounts & computer builds;
• You’re encouraged to bring new ideas to the table when it comes to improving all things ICT;
• Most importantly, you’ll have fun working at Backbase!

Who you are

• You have a minimum 3 years of experience in a similar role;
• Must have a good working knowledge of MacOS + Apple ecosystem in general;
• You have strong troubleshooting skills, and are able to resolve issues and apply timely solutions on different ICT hardware devices such as (but not limited to): Macbooks, IP cameras, printers, IP phones, Meeting room equipment;
• You have admin level experience with Slack or other Internal communication applications (such as MS Teams);
• You have admin level experience with Google Workspace;
• You have admin level experience with Atlassian products (Jira/Confluence);
• You have experience in employee onboarding/offboarding processes;
• You have a fluent level of English, written and spoken;
• You have a basic understanding of TCP/IP networking, proxies, SSL, LDAP;
• You have experience with any Helpdesk ticketing system;
• Having a working knowledge of scripting languages is a plus (bash, python, powershell, etc);
• Experience with JAMF (Extra awesome, but not a must);
• Exposure to Cloud tech and administration will be beneficial;
• Exposure to the Microsoft ecosystem is beneficial (Windows, Office, Azure);
• You have a degree or certification in a relevant discipline or equivalent experience;
• You have a resiliency to working in, and providing support to, a fast paced CI/CD environment.