About the role: As an IT Support Specialist within LMG, you will provide remote and on-site services to our internal corporate users, ensuring our employees have the technology and connectivity they need. The Workplace Technology team is the first point of contact for all workplace technology incidents and requests including support for laptops, phones, printers and mobile handsets as well as applications and user access. This role requires excellent customer service and user support as you undertake your daily responsibilities like troubleshooting problems and advising on the appropriate action. Key Responsibilities: Triage, respond and resolve tickets via phone, email and in person ownership of requests providing technical assistance in person, via phone, or electronically ● Deliver an outstanding customer experience Provide support to internal employees and brokers either over the phone, via email or in person, and resolve their computing issues / requests within agreed SLAs Provide training and support to employees on the use of IT resources Update software and hardware to to maintain strong IT security Build and maintain relationships with a range of internal and external stakeholders to understand business issues and requests Support and maintain Audio Visual equipment and Video conferencing tools such as Slack and Google Meet Redirect problems to appropriate resources and teams, as required Manage the inventory and availability of assets by keeping an accurate asset register Other projects and duties as required Qualifications: ● Information Technology or technology related qualification ● ITIL Foundation Certificate ● Knowledgeable in, but not limited to: ○ Google Workspaces (GWS) ○ Freshdesk/Freshservice, or any ticket management system ○ Microsoft Windows and/or MacOS system administration ○ Software Patching Platform, such as Automox or WSO ○ Any UDM/MDM platform ○ Information Security Fundamentals Experience: 5 years of proven experience in a similar role, preferably senior Proficient at dealing with high-touch/VIP/C-Suite users Intermediate problem solving / technical troubleshooting skills, and proven time management capabilities Solid understanding of computer hardware, operating systems, networks, and software applications Excellent communication skills and the ability to effectively interact with users at all levels of technical expertise Proven ability to work both independently and collaboratively within a team environment Proactive mindset with a passion for learning and staying updated with emerging technologies Confident in following documented processes and carrying out instructions without supervision.
