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Purpose of the job
While the IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the 2nd Line Support Technician is to provide second line support for all HH Employees for the SEA region. You will be responsible for resolving support incidents and fulfilling service requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services through Zendesk, over the phone, through e-mail, in person and self-service.
Key Responsibilities
While the IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the 2nd Line Support Technician is to provide second line support for all HH Employees for the SEA region. You will be responsible for resolving support incidents and fulfilling service requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services through Zendesk, over the phone, through e-mail, in person and self-service.
Key Responsibilities
- Accurately diagnose, resolve and document IT incidents covering hardware and software
- Fulfil IT service requests relating to user management, hardware and software
- Accurately maintain an IT asset management system
- Create, follow, and review IT Standard Operating Procedures and documentation
- Procure IT Equipment across the SEA region from approved IT suppliers
- Manage end user devices across a range of MDM solutions including DataJAR, Google MDM and Microsoft Endpoint Manager
- Work on BAU activity within Service Desk and project work when required
- Support creative teams with issues relating to Adobe Creative Cloud, font management, server access and various cloud server services e.g., Box, Google Drive, OneDrive
- Setup and configure IT equipment for new starters and carry out IT inductions when required
- Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
- Attend training as necessary to keep up to date with the latest technology and internal system processes
- Undertake other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility
- Travel to HH offices within SEA from time to time wherever on-site assistance is required
- Awareness and knowledge of the JAMF Mac management solution. A JAMF 100 or 200 certification would be beneficial but not essential.
- Apple Support professional knowledge level – Minimum 1-2 years Mac experience
- Good understanding of certificate-based authentication and network security
- Good understanding of Microsoft Intune/Endpoint Manager/Defender
- Good understanding of Zendesk desirable but not essential as training will be provided.
- Detailed understanding of Microsoft M365 apps including OneDrive and SharePoint
- Windows OS support (Windows 10 & 11)
- Active Directory Administration - Managing users and computers.
- Desirable - Azure fundamentals AZ-900
- Desirable - ITIL v4 foundation
- Desirable - Working knowledge of Google Suite
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