This role focuses on Cloud & Infrastructure Engineering, contributing to the seamless operation of our IT environment. The position requires a strong technical aptitude and a commitment to providing excellent support.

We are seeking an individual who can manage and maintain critical IT systems, ensuring their optimal performance and availability. This includes hardware, software, and network infrastructure.

The ideal candidate will possess robust problem-solving skills and the ability to work effectively in a dynamic support setting. A proactive approach to system maintenance and user assistance is highly valued.

Key responsibilities involve responding to IT support requests through various channels like phone, chat, and email. You will be responsible for downloading, installing, and configuring software, ensuring proper usage of all IT equipment and networks.

This role also entails testing and updating existing software, and escalating complex issues to specialized teams. Accurate documentation of all actions, troubleshooting steps, and resolutions within the ticketing system is crucial.

Furthermore, you will support hardware troubleshooting, coordinate equipment replacements, and ensure the optimal performance of computer networks and related systems. The ability to adapt to flexible shifts is also a requirement for this position.

A foundational requirement for this role is prior experience in a Support Center or Service Desk environment. Strong verbal and written communication skills, coupled with a customer-service-oriented mindset, are essential for handling user queries professionally.

Extensive knowledge of Microsoft Intune or similar mobile device management technologies is necessary, alongside expertise in providing remote support for mobile devices.

Candidates should have a good understanding of Microsoft applications, Microsoft 365, and Active Directory, along with core computer hardware, software, and networking principles. Familiarity with ITIL concepts is beneficial, and an ITIL Foundation certification is preferred. The capacity to work independently with minimal supervision is also expected.