IT Administration

This will be a 6 month contract that can convert to fulltime as an On-Site Desktop Support Analyst

The IT Administrator will provide dedicated desk side support services to the business.  This will be a highly customer-focused role and required to deliver service to a consistent, reliable and high standard.

Please note, these tasks are provided as a guide and you may be required to perform additional duties in addition to these tasks:

• Provide 1st and 2nd line support for desktop related hardware and software issues.
• Provide 1st line support for infrastructure and applications issues.
• Ensure all incidents, requests and problems are managed consistently and solved within the agreed SLAs.
• Provide remote support to the Americas region
• Knowledge of Microsoft Active Directory Administration
• Knowledge of current desktop, laptops, tablets and mobile phone technologies
• Basic understanding of networking protocols
• Manage software and hardware assets throughout the user lifecycle.
• Report and escalate service-related issues with external suppliers as appropriate, and own those issues through to resolution
• Operational knowledge of core business applications
• Working knowledge and understanding of operations and business priorities
• Contribute towards service improvements within the Service and Support area.
• Work closely with internal teams to resolve end-user issues and queries
• Assist in project implementations as required
• Tape administration, this will require weekend work
• Travel to other sites as appropriate to meet support requirements.
• To be responsible for high profile and occasionally sensitive internal information
• To escalate any high service impacting incidents to management and/or other teams
• Adhere to IT methodologies and procedures
• Comply with all current work instructions within the organization.
• Comply fully with all current health, safety & environmental regulations in operation within the company while carrying out your duties.
• Carry out any reasonable task which falls within your capabilities
• Installs, modifies and makes minor repairs to personal computer hardware and software systems, and provides technical advice and support to system users.
• Supports business partners and users throughout RWC to ensure IT network solutions meet RWC’s business requirements.
• Identifies and procures the hardware and software needed to satisfy user requirements.
• Installs hardware and peripheral components such as monitors, keyboards, printers
• Loads appropriate software packages such as operating systems, networking components and office applications.
• Provides telephone, in-person and online support to end-users.
• Coordinates activities with other IT functions
• Provides updates, status and completion information to manager and/or users, via voice mail, e-mail or in-person communication.
• Refers major hardware problems to service personnel for correction.
• Support various A/V rooms with Crestron equipment
• Connects users to networks and provides initial training in facilities and applications.
• Administers e-mail and anti-virus systems.
• Assists in research and procurement of computer accessories and supplies.
• Performs other duties as assigned.

Candidate Profile:

• Experience of working on a support desk in a 1st and 2nd line role
• Strong analytical and problem-solving skills
• Excellent customer service skills and a positive ‘can do’ attitude with the ability to embrace and drive a cultural change.
• Good written and verbal communication skills
• Experience of working within an ITIL framework/ ITIL Foundation qualification (desirable)

Working Conditions

• This position will be an in-office environment with occasional project-based travel required.
• Travel requirement
• Very limited travel should be expected
• Physical demands
• Job requires both sitting and standing. Excellent vision, hearing, speech, and  
  motor skills are required to perform essential functions of the job.

Please email your resume to: [email protected]

Thank you