Junior IT Support Engineer TBWA

System Support:

• Configuring and setting up new computer equipment – install and distribute hardware and software
• Diagnosing and providing end-user support for any hardware (i.e. Printers, desktops, laptops, etc.) and software faults within the computer and network systems
• Work within the parameters of the Group’s predefined Hardware/Software standards
• Escalate unresolved or complex incidents to the appropriate teams
• Ticket and SLA management on the relevant ITSM (IT Service Management) tool
• Troubleshoot to identify and resolve problems in a timely manner
• Provide effective feedback to stakeholders - both written and verbal communication.
• Continuously look at improving service delivery through proactive monitoring and alerting
• Demonstrate the capacity to put people at ease and build sound relationships based on mutual trust and openness.

IT Security:

• Support the IT Security controls, standards and best practice as defined by Group IT
• Provide education to users to bring about an understanding of IT security risks
• Support IT facilities (access control and environmental conditions) Asset control: Maintain inventory of hardware and software assets by ensuring the correct process is followed by users on the movement of assets when replacing or troubleshooting equipment
• Knowledge and skills requirements Knowledge of Microsoft Office 365 software support
• Knowledge of networking concepts and protocols (e.g. TCP/IP, DHCP)
• Basic knowledge of AD and group policies
• Basic understanding of security protocols and best practices
• Experience working with different operating systems including Windows and Mac OS will be very advantageous
• Troubleshooting and hardware setup skills
• Time management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Individual must be energetic and highly motivated
• Good interpersonal and communication skills
• Self-motivated, self-starter and a team player
• Good problem-solving skills Basic Knowledge

Requirements
Education and Experience

• IT Diploma/Degree or related qualification A+ and N+ certified will be highly beneficial 1-3 years’ experience in an IT support role
• Technical / Computer skills Computer literacy – Microsoft Suite of Products Windows 10, Windows 11 (beneficial), Mac OS
•  Working Conditions Required to be on standby as per prior arrangement
• May be required to work outside of normal working hours
• Valid driver’s license and own vehicle essential
• Office position, remote work not possible