What are the responsibilities and job description for the Information Technology Specialist position at Brunel?
ABOUT THE JOB:
This position will be the regional IT support for the Americas, servicing user issues with applications, hardware, video conferencing equipment, and more. In this role, the Support Officer will provide end-user support, troubleshooting, and resolution of functional and technical issues related to cloud tools like Microsoft Azure, Intune, Dynamics & PowerBI as well as on-prem software like Microsoft Windows, Active Directory, and more. This role will also collaborate with cross-functional teams to ensure effective system utilization and continuous improvement. It also offers an opportunity improve the efficiency of business systems, collaborate with diverse teams, and drive continuous improvement in a dynamic environment.
KEY RESPONSIBILITIES:
System Support and Issue Resolution:
- Provide end-user support by troubleshooting and resolving functional and technical issues related to Microsoft Azure, Windows, and 365.
- Learn and provide first-level application support for Brunel’s other business applications, especially those that are based on Microsoft Dynamics like Mercury ATS, Sales App, Operations App, and Business Central
- Resolve hardware-related issues with laptops, video-conferencing devices, mobile phones, etc.
- Resolve security incidents such as phishing attempts and account breaches
User Experience:
- Own the regional helpdesk via ticket management (Freshservice), with timely responses and frequent updates for end users
- Manage the onboarding process for the region, ensuring Brunellers have a seamless Day 1 experience
- Proactively communicate with users about upcoming software updates, best practices, and how to get the most out of the tools at their disposal
Analysis and Documentation
- Collaborate with cross-functional teams to resolve issues and implement system improvements.
- Create and maintain detailed documentation of system configurations, processes, and user guides.
- Provide guidance and support to end users regarding system functionality, best practices, and process improvement
REQUIRED:
- 1-3 years of experience in IT helpdesk or technical support roles
- Comfortable working in a global organizations across multiple time zones
- Skill and experience in the Microsoft Azure, Windows, Dynamics, and 365
- Excellent problem-solving and analytical skills, with the ability to identify and resolve complex system issues
- Strong communication skills to effectively collaborate with business stakeholders, technical teams, and senior leaders
- Ability to effectively prioritize and manage multiple tasks in a fast-paced environment and work autonomously
- Proactive mindset, with a focus on continuous improvement and learning
- Must be a self-starter and be willing to take that extra step in pursuit of user experience and process excellence
NICE TO HAVE:
- 5 years of experience in IT helpdesk or technical support roles.
- Familiarity with PowerApps like PowerAutomate, PowerBI and more
- Experience working in a global organization
- Degree in Computer Science, Business Information Technology or similar
- General experience in UKG, SAP, ADP, and similar tools