senior it support & operations engineer

Essential Job Functions:

• Provide 2nd / 3rd level remote or face to face IT support services, according to the defined IT Service Catalogue, acting as an interface between the IT department and user community.
• Act as escalation point for unresolved problems
• End-User IT Support for workplaces including Windows/Unix/Mac desktops/laptops, printers, IP Phones, smartphones etc.
• Installation, routine maintenance and management of end-user computing devices (desktop, laptop and smartphone devices); this includes imaging and keeping them up-to-date with management and security tools
• Administer user accounts, permissions, and access controls in various business systems
• Fulfil User Onboarding / Offboarding Requests
• Explicitly for OpenBet Office will be located:
• Management of local communication and collaboration channels (Fixed & Data Lines, A/V Equipment etc.)
• Maintain the proper operation of Training / Meeting rooms.
• Make available all IT equipment on the desk of new employees before they come.
• Ensure the smooth relocation of people or teams to new desks.
• Liaising with System & Network Administrators for the management & maintenance of OpenBet Office infrastructure including Servers, Network, Storage & Data Center facility.
• Maintain the asset database and hardware inventory at the Office; Manage stock of IT Equipment and maintain Lifecyle Management
• Perform the IT Induction to newcomers.
• Efficient implementation of changes to services, technologies and processes (IT Projects / IT Tasks)
• Develop and maintain technical procedural documents and FAQ's for both IT staff and user community
• Follow up IT Service Management procedures such as Incident Management, Problem Management, Knowledge Management, Configuration Management, Change Management
• Mentor, in the areas of their knowledge and expertise, less experienced IT support analysts to assure their knowledge and skills
• Contribute to the improvement of support processes and documentation.
• Experience in supporting Executive Stakeholders
• All other duties as assigned.

Education / Required Experience:

• Undergraduate degree in Computer Science, Systems Engineering or Computer Networking & Hardware
• Minimum 5 years of System Administration / Service Desk experience.
• ITIL Certification
• Certifications in technology fields (e.g. Microsoft, CISCO, CompTIA etc.)
• Strong knowledge and experience of operating system administration (Windows OS / Ubuntu / Mac OS)
• Strong Knowledge of PC hardware
• Strong knowledge and experience with most aspects of fundamental networking/distributed computing environment concepts (DNS, DHCP, Active Directory & Domain Architecture, Network topologies, TCP/IP networks, VPN connections)
• Strong Knowledge of Group policy, Puppet as configuration management tools and Encryption
• Strong Knowledge of Microsoft O365 platform and CISCO VC solutions will be considered a plus
• Possession of excellent oral and written communication skills, including fluency in oral and written English.
• Ability to identify issues, analyse complex situations and provide a clear status on issues
• Customer service orientation
• Focus on delivery and high tolerance in working under pressure.
• Strong work ethic and a team player