IT Support Technician

We are looking for an IT Support Technician to work onshore at our Georgetown shore base.

ROLE PURPOSE:
The IT Support Technician is responsible for the first operational and functional support on IT services toward end users to ensure that the agreed service levels are met and to prevent interferences in the day-to-day activities.

CORE FUNCTIONS:
To support and contribute to a fully integrated and aligned IT Strategy across the SBM organization, you are responsible to:
•    Liaise, work together with, and advise your IT colleagues across different sites and disciplines
•    Execute the agreed processes and known best practices necessary to work accordingly to the direction and strategy of Group IT, making suggestions for improvement when the opportunity arises.
•    Preparing materials related to day-to-day work to share among the teams to improve quality of support
•    Identify areas for potential issues and proactively communicate with stakeholders to resolve issues, share information, and provide guidance.
•    Follow Incident Management Procedures and IT System Management (ITSM) Procedures.
•    Ensure the customer is properly and timely informed on the status of their Request or Incident.
•    Provide accurate and detailed information when escalating to the next support level
•    Communicate/escalate in timely manner recurring issues and problems to Support Manager

QUALIFICATIONS / SKILLS / EXPERIENCE
•    Minimum 3 years’ experience in IT Service Desk role, providing technical support as well as remote support using remote desktop tools
•    Mandatory experience in Windows OS environment, Office 365 suite, Cisco end-user devices (i.e. video conferencing), and Citrix client.
•    Mandatory experience with endpoint hardware lifecycle, deployment, and maintenance. 
•    Mandatory experience with ITIL v3 processes
•    Experience supporting VIPs are required
•    Attitude required are to be communicative, energetic, self-motivated and self-learner
•    Certifications on Microsoft and Cisco products are a plus
•    Excellent communication skills 
•    Critical thinking and problem-solving abilities
•    Proficient in English.  Understanding of French, Portuguese, or Dutch languages are considered an asset.

WORKING CONDITIONS
•    Monday to Friday, office hours 
•    Office located in Georgetown
•    Busy, fast-paced environment

COMPENSATION PACKAGE
•    Permanent, full-time position
•    Competitive salary
•    Medical and Life Insurance benefits