IT & AV Support

Role Purpose
The primary responsibilities of the IT Support & AV Engineer will be to resolve end user issues efficiently and effectively, maintaining a friendly, approachable, and professional demeanour. As an IT Support & AV Engineer, you will play a crucial role in ensuring the smooth operation of our Learning & Development Centre, as well as the IT support function. This position is a blend of traditional IT and Learning Centre support, providing comprehensive technical assistance to our internal employees and external trainers. Team Summary Join a dynamic organisation where growth and positive change are constant, becoming a valued member of our collaborative IT team. In this dynamic environment, you'll have the opportunity to expand your skills and knowledge while contributing to the organisation's technical success. You will collaborate with and report to the Senior Support Engineer to align with team objectives and ensure effective IT service delivery.

Main Duties and Responsibilities Desktop Support:

• Respond to and resolve IT Service Desk tickets in a timely manner.
• Provide local office support for hardware, software, and network issues.
• Document and track issues using our ticketing system.
• Troubleshoot and resolve desktop-related issues, including performance problems and application errors.
• Setup equipment including laptops and phones for new starters as well as managing the life cycle of hardware.
• Provide AV support to meeting rooms on site.
• Ensure that asset management is kept up to date for the country located in for all assets.
• Perform regular maintenance and updates to ensure optimal performance.
• Support remote users with VPN and remote desktop solutions.

Learning Centre Support:

• Support visiting staff attending the training centre, resolving any IT issues they may have.
• Proactively ensure internal and external trainers have IT needs met to ensure training sessions are smooth and trouble free.
• Proactively manage and maintain training room audio and video facilities, working with 3rd parties where necessary.
• Support any changes in needs for the training facility including events that may be hosted there.

Project Site Support:

• VisitProject Sites as needed to ensure smooth operation of onsite IT.
• Resolve hardware, printing, networking and Wi-Fi issues on site.
• Assist where needed with the setup and decommission of sites.

General IT Support:

• Collaborate with other IT team members to implement and improve IT policies and procedures.
• Provide training and guidance to employees on IT best practices and security protocols.
• Participate in IT projects and initiatives as needed.
• Provide support for company wide IT compliance certification.

Key Competencies

• Adaptability and initiative
• Changing and improving
• Managing a quality service
• Energy and drive to deliver at pace

Desirable Skills and Experience

• At least 3-5 years of experience in IT support, preferably in a Desktop Support role.
• Experience in troubleshooting and resolving hardware, software, AV and network issues.
• Experience with IT service management tools and ticketing systems.
• Experience with Microsoft Teams and other Video Conferencing platforms.
• Hands-on experience in installing, configuring, and maintaining desktop hardware and software.
• Experience in supporting remote users with VPN and remote desktop solutions.
• Excellent people and customer service skills
• Fluency in English (written and spoken)
• Knowledge Base Documentation.
• Ability to provide training and guidance to employees on IT best practices and security protocols.