ICT Support Admin

IT Support Administrator, you will be responsible for providing desk-side IT support as
well as resolving Service Desk tickets for all Abtran sites. You will be expected to maintain a high level of
customer service for internal and client users.

Let us tell you more about this great opportunity:
You will play a key role in Answering and recording all reported incidents and requests from internal and external
customers via the ICT helpdesk function and ensure Abtran and the Client Service Level Agreements are met.
Monitor the status and progress toward the resolution of all open incidents and keeping customers that are
affected informed about the progress.

Proactively suggest (and implement as appropriate) system, software,
technology upgrades across the business and thereby improving on the efficiency of service/systems uptime.

How you will spend your day:
 Managing work and ServiceDesk tickets in accordance with the procedures outlined by management.
 Escalating where needed issues to the ICT team as required.
 Resolving confirming and closing ICT tickets for incidents as per the team's Service Level Agreement.
 Providing Helpdesk cover as required.
 Providing flexible on-call cover as per the on-call schedule set out by your Manager
 Flexible around working out of office hours on short notice due to business needs.
 Providing 1st level ICT support to resolve or escalate ICT incidents as appropriate.
 Providing information systems and telephony administration support.
 Providing escalation's support to ICT Teams and Vendor Teams as required.
 Contribute to the enhancing of Service Desk procedures and policies.
 Maintain a consistent focus on the quality of service to ensure maximum customer satisfaction.

Essential Qualifications, Training, and Experience:
Specifically, the IT Support Administrator will have:
 2 or more years' experience in ICT Support with an organization of 50+ users
 Experience of an ICT Service Desk and incident management processes
 Administration of Active Directory
 Knowledge of LAN, TCP/ IP, Ethernet switch basic configuration
 Moving and re-patching PCs, IP phones and other Hardware
 Extensive experience supporting MS Windows workstations, printers, and standard end-user
applications e.g. MS Office
 Cloud experience such as MS Office 365 is desired
Our ideal candidate:

Desired Qualifications, Training and Experience:
 ICT Technical Qualification (MCP, CCNA, etc.)
 A third level ICT Qualification
 Experience of ITIL processes
 Personal Attributes required:
 Excellent communication skills
 Flexible and Adaptable
 Good Team Player
 Can work unsupervised and on own initiative