Senior IT Support

at  SATAIR PTE LTD

JOB OBJECTIVES

• Provides IT Support and Request Fulfillment for employees in Satair and related stakeholders
• Assist users world-wide in their daily work setting up the PC equipment such as laptops and desktops, including printers on the network, scanners,handheld devices, smartphones and the like
• Contribute to developing, maintaining and supporting our IT platform by helping users with IT-related issues, questions or technical needs
• Ensure that Satair’s users have efficient and optimal equipment for the conduct of their tasks
• Work closely with other IT functions to ensure operations
• Enter global shift setup to follow the sun and cover for colleagues in other regions
• Creating and maintaining knowledge articles and provide guidance and requests for colleagues to practice the same

JOB REQUIREMENTS

• Technical IS/IT education on Bachelor level or 3+ years working experience in a similar position
• Solid knowledge of operations of Microsoft products and applications, enterprise applications (SAP) and other collaborative solutions such as
• Google Workspace or other cloud based services
• Solid knowledge of operations of IT and communication hardware and other technical equipment
• Knowledge and experience of customer service practices
• Related experience and training in troubleshooting and providing helpdesk support
• ITIL Foundation (v3 or v4) certified (can be obtained during employment)
• Customer-minded
• Strong team player
• Excellent communication skills (written and verbally)
• Good analytical skill; ability to see the bigger picture and derive mid to long term recommendations on way forward
• Ability to balance and align varying interests of stakeholders
• Diplomatic sense and open/‘out-of-silo’ mind-set, ability to build successful relations across functions and with all stakeholders
• Ability to work in an international context
• Strong self drive and initiative taking

JOB RESPONSIBILITIES

• Monitors the internal IT Infrastructure, and acts immediately when incidents occurs
• Drive and coordinate Major Incidents to ensure that we inform our colleagues (internally/externally) and get the Major Incident at hand resolved
• Assist our colleagues in Infrastructure & Operations on tasks where hands are needed
• Ensure that IAM activities are done with proper attention and care
• Analyses console messages, diagnoses system failures and takes corrective action in order to ensure continuity of operations, escalating to other technical teams and vendors as needed
• Purchase equipment and ensure asset management is done according to our processes
• Handles primarily complex IT issues/requests, and ensures feedback is given to non-Senior IT Supporters, on how to approach less complex issues
• Given the role as senior, take responsibility for training newcomers in team

SECONDARY RESPONSIBILITIES

• Assists in maturing the IT knowledge of our colleagues in the business, when needed
• Supports the Head of IT Support’s vision and agenda for the team, by promoting the decisions made
• Work closely with the different Service Desks within the organization of Airbus
• Fosters and advertises the outside/in perspective - not only for him or herself, but also for the team as a whole
• Ensures the provisioning of new software packages and upgrades to end user devices
• Acts as a role model for the other colleagues in the IT Support
• Takes part in, drives and completes at least 1 projects and initiatives of various complexity successfully according to the expectations from management and other stakeholders
• Owns at least two additional areas of responsibility, related to specific areas in the IT Support that needs special attention, (i.e. CMDB and Knowledge Management), which is led and managed successfully and according to the expectations from management and other stakeholders
• Facilitates training and knowledge sharing sessions both internally and externally, if required related to the additional areas owned
• Proposes, drives and executes improvement ideas related to the IT
• Supports services, processes, and work instructions successfully and according to the expectations from management
• Follows and promotes the processes, procedures and work instructions related to Incident, Problem, Request Fulfillment and Knowledge
• Management and provides assistance if required to colleagues
• Creation and maintenance of Purchase Orders, whilst ensuring attention to bookkeeping