The Senior IT Support Engineer is a vital role within the IT department, responsible for providing advanced technical support, overseeing IT business-as-usual tasks, managing helpdesk operations, and ensuring the efficient preparation and maintenance of users' IT assets.

This position requires extensive experience in IT support, strong troubleshooting skills, and the ability to mentor junior team members.

The ideal candidate will have a strategic mindset, excellent problem-solving abilities, and a commitment to delivering high-quality IT services.

Key Responsibilities: Advanced Technical Support: Provide advanced technical support for hardware, software, and network issues.

Troubleshoot and resolve complex technical problems escalated from junior support staff.

Ensure timely and efficient resolution of support tickets.

Helpdesk Management: Oversee the daily operations of the IT helpdesk, ensuring high levels of service and user satisfaction.

Develop and implement helpdesk policies, procedures, and best practices.

Monitor helpdesk performance metrics and generate reports for management.

IT Asset Management: Oversee the preparation, configuration, and deployment of IT assets for new and existing users.

Manage the inventory of IT equipment, ensuring accurate tracking and reporting.

Perform and oversee routine maintenance and updates on IT equipment.

User Support and Training: Provide training and support to users on IT systems, tools, and best practices.

Assist in onboarding new employees, ensuring they have the necessary IT resources and knowledge.

Create and maintain user accounts and permissions in accordance with company policies.

Documentation and Reporting: Maintain comprehensive documentation of support requests, resolutions, and IT procedures.

Generate and analyze reports on helpdesk activity and common issues to identify trends and areas for improvement.

Develop and maintain technical documentation for IT systems and processes.

Collaboration and Communication: Work closely with other IT team members to ensure seamless support and knowledge sharing.

Communicate effectively with users to understand their needs and provide clear, concise solutions.

Participate in team meetings and contribute to continuous improvement initiatives.

Mentoring and Leadership: Mentor and guide junior IT support staff, providing training and support as needed.

Foster a collaborative and supportive team environment.

Lead by example, demonstrating best practices in IT support and customer service.

Requirements Skills Required: Technical Expertise: In-depth knowledge of computer hardware, operating systems (Windows, mac OS), and common software applications.

Strong understanding of network concepts (e.g., IP addressing, DNS, DHCP).

Proficiency in troubleshooting and resolving complex technical issues.

Problem-Solving and Troubleshooting: Excellent problem-solving skills and the ability to diagnose and resolve complex technical problems.

Strong analytical skills to identify root causes and implement effective solutions.

Customer Service Orientation: Exceptional customer service skills with a focus on user satisfaction.

Ability to communicate technical information to non-technical users in a clear and understandable manner.

Organizational Skills: Strong organizational skills to manage multiple tasks and priorities effectively.

Attention to detail in maintaining accurate records and documentation.

Team Collaboration and Leadership: Ability to work well in a team environment and collaborate with colleagues.

Leadership skills to mentor and guide junior team members.

Experience: A minimum of 2-5 years of experience in IT support or a related field.

Experience managing helpdesk operations and IT asset management.

Previous experience in a senior or supervisory IT support role is highly desirable Education: Graduate of any 4 or 5 year course related to Information Technology Additional Considerations: The candidate should be highly self-motivated, detail-oriented, and able to work independently.

Has a continuous learning mindset - this is important to stay updated with evolving technologies and best practices in IT support.

Benefits Embarking on a journey with 1 Global is an opportunity to be a part of a team that's shaping the future of telecommunications and technology.

Your contributions will be valued, your ideas will be heard, and your career will soar to new heights: Competitive salary and the opportunity to reach massive levels of performance driven compensation boosted by accelerators.

The opportunity to grow your role within one of the industries’ most dynamic and successful telecommunications company that is growing over 40% year-over-year, led by a duo of very successful technology repeat entrepreneurs.

Opportunities to work internationally over time in one of the other offices of 1 GLOBAL.

A dynamic and collaborative work environment.

The chance to play a decisive role in of a forward-thinking company at the forefront of global communications innovation.

1 GLOBAL is an equal opportunity employer, we value your character as much as your talent.

Diversity drives our innovation and we offer a collaborative, dynamic, and international work environment.

We are excited for you to join our mission to revolutionise connectivity globally.