Associate, IT Support

at  Palladium Group Inc

PRIMARY ROLES AND RESPONSIBILITIES:

• Commit to the delivery of company, team and personal objectives (Key Performance Indicators (KPIs) ensuring that personal KRAs are delivered with excellence and timeliness.
• Provide Levels 1 & 2 ICT support - including but not limited to computers, printers, scanners, conferencing equipment and core systems, with relevant escalations when required;
• Proactively participate in the effective use and promotion of the ICT ticketing system in accordance with SLAs via effectively recording, analysing, prioritising, tracking and actioning support cases;
• Adhere to and promote ICT related policies, processes and guidelines;Assist in the enrolment of users onto Palladium enterprise systems;
• Participate in controlling systems’ access and security;
• Provide training to staff on applications, equipment and ICT related processes, including ICT inductions for new staff;
• Install, configure, reconfigure, maintain and troubleshoot computers and other ICT related equipment and software in accordance with the Palladium operating procedures;
• Deploy ICT infrastructure, networks and communication equipment;
• Procurement and sourcing of assets in accordance with Palladium approved hardware specifications and as authorised through appropriate channels and maintain the asset register;
• Coordinate the repair and replacement of ICT equipment according to pre-established maintenance or warranty contracts;
• Ensure continual compliance with the security, privacy and data protection, capacity management and disaster recovery procedures as set forth by Palladium;
• Support Palladium ICT projects and initiatives as requested;
• Support administrative activities such as completion of paperwork for payment of ICT related invoices.

The role will report to the Systems Architect, Global ICT. Reporting requirements may include but are not limited to:

• Attendance at team meetings, other requested meetings and regional meetings (e.g. townhalls).
• Regular (minimum of monthly) one to one meetings with your line manager on the status of personal Key Result Areas (KRAs), career development discussions and any other matters.
• Palladium encourages flexible work practices to enhance wellbeing, productivity and team culture. For this role, we require that employees maintain an in-office presence for at least 50% of their working week. For example, if an employee works five days a week, they must spend at least three days physically in the office. Actual days for in-office work will be agreed on with the line manager