Senior IT Technician

SUMMARY:
Purpose of the job: 

The Senior IT Technician provides proven senior technical experience and strategic insights to meet the IT needs of staff members of all group. The position works in close co-ordination with both the Service Desk Manager and System Administrators to devise, plan, implement and manage a comprehensive integrated solution.

POSITION INFO:

Key Responsibilities include but not limited to the following:

Leadership Capabilities:

• Living their Purpose – identifies and embraces the purpose and values and puts these into practice in their professional life.
• Influence – builds relationships and communicates effectively in order to positively influence peers and other stakeholders.
• Performance drive – seeks opportunities to challenge self; teams with others across businesses and borders to deliver and takes accountability for own and team results.
• Strategic direction – understands objectives for clients, aligns own work to objectives and sets personal priorities.
• Talent development – develops self by actively seeking opportunities for growth, shares knowledge and experiences with others, and acts as a strong brand ambassador.
• Knows how member firm business works and keeps up to date on industry activities, marketplace trends and leading practices.
• Manages results – takes responsibility for assigned areas and contributes to the successful realization of common goals.
• Manages and executes projects – prepares and manages work plans to ensure efficient and timely completion of work.
• Solves problems – identifies and solves problems objectively using analysis, experience and judgment.
• Manages quality and risk – understands and applies quality assurance and risk management procedures in all areas of work performed.
• Manages change and ambiguity – is adaptive and flexible in the face of change and ambiguity.

• Solid technical knowledge in specific functional area.
• Good skills in analysis and report writing.
• Fully competent in Microsoft Suite, and programs relevant to role.
• Competent in Windows and Mac Support relevant to role.
• Good understanding of business principles.

• Communicates very effectively both in writing and verbally.
• Displays good interpersonal and relationship building skills.
• Exhibits strong need for development of self and others.
• Focus on delivery and highly adaptable.
• Demonstrated focus on quality and strong awareness and management of risk.
• Ability to solve problems and to make effective decisions.

• B-Degree in Information Technology/Systems
• At least Microsoft MTA (Desktop roadmap) certification or MCSA certification (current certification).
• Minimum of 3 years of working on a Help Desk or a Desktop Support as a Senior Technician.
• Proven track record of successfully working on Service Desk Support Systems.
• Strong understanding of hardware, software, networking and infrastructure principles is required along with knowledge of telephony and web principles.
• Outstanding communication skills to team and clients.
• Knowledge of (ITIL) and service management to deliver outstanding customer services and satisfaction.
• Strong knowledge in Microsoft Suite, Patch Management, Anti-Malware, desktop/laptop imaging, anti-virus and inventory management.
• Excellent knowledge of end user devices (PC, Laptop, Mac, mobile) and peripherals.
• Advanced working knowledge of configuring and trouble-shooting iOS and Android based mobile devices.
• Strong customer service orientation, good written and oral communication skills, keen attention to details with strategic and holistic mind-set, self - motivated and directed.
• Ability to facilitate one-on-one and group training sessions.
• Ability to work in a fast-paced and changing environment, manage user expectations and potential risks.