Roles and responsibilities
Our shared values guide the way we behave to make a positive, enduring impact:
- Lead the way
- Serve with integrity
- Take care of each other
- Foster inclusion
- Collaborate for measurable impact
During Your Tenure As An IT Helpdesk Engineer In IT, You Will Demonstrate And Develop Your Capabilities In The Following Areas
- Provide first and second level support to end users
- Escalate appropriate issues within the team as necessary
- Ensure adherence to service level agreements
- Perform housekeeping and network maintenance activities
- Deploy new PC's, laptops, software and peripheral equipment
- Research technical solutions in department specific applications
- Remain courteous and patient with end users
- Work as part of a team to consistently achieve team targets
Leadership Capabilities
- Builds own understanding of our purpose and values; explores opportunities for impact
- Demonstrates strong commitment to personal learning and development; acts as a brand ambassador to help attract top talent
- Understands expectations and demonstrates personal accountability for keeping performance on track
- Actively focuses on developing effective communication and relationship-building skills
- Understands how their daily work contributes to the priorities of the team and the business
Qualifications
- Bachelor's degree or diploma in information technology, computer engineering or a related field (or an equivalent combination of education and experience)
- Experience working in a similar role as either IT support or on a service desk/help desk is advantageous
- The potential candidate should be self-motivated with an ability to survive in a progressive IT environment, along with the flexibility to adapt to new technologies
- Have a good understanding of Laptops, Printers, Microsoft technologies and Service desk systems
- Excellent customer service, interpersonal, communication and organizational skills and the ability to multi-task are essential
- Ability to work under pressure and meet critical deadlines
Desired candidate profile
1. Technical Skills
- Programming: Proficiency in languages like Python, Java, C++, or JavaScript.
- Networking: Understanding of LAN, WAN, firewalls, and VPNs.
- Cybersecurity: Expertise in securing systems against threats (e.g., ethical hacking, penetration testing, risk management).
- Database Management: Skills in SQL, NoSQL, and database technologies like Oracle, MongoDB, or MySQL.
- Cloud Computing: Proficiency in platforms like AWS, Azure, or Google Cloud.
- Systems Administration: Experience in managing operating systems such as Linux, Unix, and Windows.
- DevOps: Knowledge of CI/CD pipelines, tools like Jenkins, Docker, and Kubernetes.
- AI & Machine Learning: Basics of artificial intelligence, data science, and algorithms.
- Web Development: Frontend (HTML, CSS, JavaScript) and Backend (Node.js, PHP) skills.
- Mobile App Development: Android, iOS development using Swift, Kotlin, or Flutter.
2. Analytical and Problem-Solving Skills
- Troubleshooting: Identifying and resolving software or hardware issues.
- Data Analysis: Working with big data and analytics tools like Power BI, Tableau, or Hadoop.
- System Design: Creating scalable, reliable IT architectures.
3. Interpersonal and Communication Skills
- Technical Documentation: Writing clear and concise instructions for IT systems.
- Team Collaboration: Working with cross-functional teams like developers, analysts, and project managers.
- Client Communication: Explaining technical concepts in a user-friendly manner.
4. Regulatory and Compliance Knowledge
- IT Governance: Familiarity with frameworks like COBIT, ITIL.
- Data Protection Laws: GDPR, HIPAA, or CCPA compliance.
- Auditing Skills: Knowledge of IT audit standards for compliance and risk management.
5. Project Management
- Agile and Scrum: Knowledge of iterative development cycles.
- Budgeting and Resource Allocation: Managing IT resources effectively.
- Risk Management: Assessing and mitigating IT project risks.