JUNIOR IT SUPPORT

ROLE CRITERIA

Expertise / Knowledge

Essential:

• A broad general overview of IT including basic knowledge of:
  • Computer hardware (computers, printers/scanners, peripheral devices)
  • Microsoft Windows 10/11, Microsoft 365 (Office), Android, iOS
  • Network concepts.
• Fluency in English, both verbal and written.
• Ability to build relationships within the Company and with external bodies.
• Ability to learn quickly and adapt to new tools and technologies.
• Good communication skills, patience, supportiveness, trustworthiness and integrity.

Desirable:

• Previous experience with:
  • Networks, servers and storage
  • Experience with scripting languages
  • Provision of end-user support

 

Responsibilities

• Responding in a timely manner to service issues and requests (Help Desk), both on-site and remotely.
• Assisting the IT team with daily administrative tasks.
• Preparing, arranging and setting up a variety of equipment, hardware and software for end-users (laptops, mobile phones, accounts, etc).
• Contributing to the implementation of IT projects as part of the IT team.
• Overseeing the IT inventory.

 

Professional Experience

• Degree in Information Technology, Computer Science or related.
• Additional IT-related certificates would be advantageous.

 

ROLE COMPETENCIES

• Focus on Customers
  • Ensures the delivery of exceptional customer service
  • Develops a deep understanding of customers’ needs
  • Recognises who customers are both internally and externally
  • Seeks customer feedback to identify improvement opportunities
  • Responds to the unique needs of individual customer contacts
  • Surfaces/reports failure to meet customer requirements at the earliest sign of a problem.

 

• Building Collaborative Relationships
  • Develops and maintains constructive relationships with others
  • Fosters a sense of collaboration and deals with disagreements or different points of view in a constructive, successful manner
  • Relates to people in an open, friendly and accepting manner regardless of their organisational level, personality, culture, or background
  • Initiates interactions and conversations with others
  • Willingly offers help or assistance to others when needed
  • Readily involves others as appropriate to accomplish individual and group goals
  • Looks for ways to collaborate with others
  • Responds positively to explicit requests or cues from others.

 

• Communication
  • Delivers clear, concise, accurate, effective and persuasive messages
  • Attentively and actively listens to others to reflect and summarize others’ comments to ensure understanding

• • Prepares reports, documentation and other written information thoroughly and completely
  • Conveys basic facts and information clearly in written communications
  • Allows others sufficient opportunity to express themselves in conversation

• Proactively share timely updates and information with relevant parties
• Conveys spoken information clearly and concisely
• Speaks at an appropriate level of detail.

 

• Results Orientation
  • Demonstrates and fosters a sense of urgency and strong commitment to achieving goals
  • Delivers every time to agreed standards: time, cost, quality, efficiency, value
  • Takes on and achieves stretching challenges, targets and project deadlines

• • Sets high standards of performance for self and others
  • Consistently achieves work objectives
  • Puts in sustained effort to accomplish desired results
  • Works to resolve routine problems independently
  • Demonstrates reliable attendance and punctuality
  • Identifies what needs to be done and does it.

 

• Adaptability
  • Works effectively in the face of ambiguity, shifting priorities and rapid change
  • Willingly adapts to shifting or competing priorities
  • Deals constructively with mistakes and setbacks
  • Accepts needed change
  • Stays focused despite interruptions
  • Willingly adapts to shifting or competing priorities
  • Remains calm and reasonable amidst tense or stressful situations.

 

• Analysis
  • Effectively examines events, issues and problems and determines implications
  • Gathers and analyses the most critical information needed to understand problems
  • Integrates information from a variety of sources to arrive at optimal problem solutions
  • Focuses on important information without getting bogged down in unnecessary detail
  • Analyses problems and issues from different points of view
  • Defines reasonable alternatives to resolve problems or make decisions.