Technical Support Officer

About the position

About the job Technical Support Officer POSITION: Technical Support Officer SECTION/UNIT: Technology Support Officer POSITION: JOB PURPOSE The Technical Support Officer implements and supports cloud-based solutions for messaging, collaboration, endpoint management and related security policies. The incumbent will also act as the first point of contact for users who need technical support. Common tasks include installing, configuring, upgrading and repairing user hardware, operating systems and software. RESPONSIBILITIES AND DUTIES Oversee and maintain the company's Microsoft 365 cloud environment and related software. Monitor usage patterns and usage rates to ensure that employees are using the system efficiently and effectively. Work closely with the Cybersecurity Analyst to implement security policies governing use of the hardware and software systems. Collaborate with the Cybersecurity Analyst to monitor the corporate network and systems for potential vulnerabilities, identify risks, and take action to mitigate them. Installation & configuration of the company's computer hardware operating systems and applications. Maintain an inventory of end-user hardware and their assignment to specific employees. Addressing user requests for assistance issues pertaining to their accounts, hardware faults or problems with the cloud messaging and collaboration platforms. Providing remote support where feasible for user-reported issues. Escalating complex issues to the relevant software vendors where required and tracking the issues to resolution. Testing and evaluating new technology and supporting the rollout of new enterprise applications. Providing support in the form of procedural documentation. Author, edit and publish quality knowledge base content to improve self-service resources. Identify areas of improvement in the support and run processes that could increase user experience and reduce reported issues. KNOWLEDGE AND SKILLS Up-to-date knowledge of the Microsoft 365 or Modern Work ecosystem. Awareness of cybersecurity threat modelling principles. Writing case notes and error logs Hardware & software diagnosis Basic knowledge service desk tools Knowledge of administration in active directories (e.g. users, computers, security groups and distribution lists) Attention to detail and good problem-solving skills. Excellent interpersonal skills. QUALIFICATIONS AND EXPERIENCE BSc. In Computer Science/Engineering or a related field. 1 year of relevant experience in a customer focused position involving technical knowledge in IT or IT helpdesk functions or in application support. Experience with remote desktop applications and help desk software. Experience in managing full or hybrid cloud environments. Microsoft 365 experience preferred. DESIRED ATTRIBUTES AND BEHAVIOURAL COMPETENCIES Collaboration, transparency, safety, and trust Good written and verbal communication. Ability to communicate well with others Initiative Flexibility PERFORMANCE CRITERIA Timeliness and responsiveness Execution of goals by agreed timeframe Deliver exceptional customer and business results.

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