Associate L2, IT Field Support

Job Descriptiona) Installation, configuration & maintenance of local infrastructure (i.e. desktop, server, hardware, OS, software, telephony & networking)b) Identify, analyse, troubleshoot & resolve IT incidents & service requests within specified agreed SLA timeframesc) Ensure the correct operational and change management processes and procedures are adhered to at all timesd) Manage customer expectation with regular & effective communication and updates.e) Escalate severe incidents to Country IT manager/team lead and/or relevant regional functional lead.f) Provide customer induction & training as and when requiredg) Perform routine operational & administrative duties (e.g. ID provisioning, access control, back up & restore)h) Assist & support Groupe initiatives/projects and operational matters as and when required.i) Work closely with the Global Solution Centre (and other functional IT teams) on all day-to-day customer support matters.Key duties:a) React to issues in a controlled and professional mannerb) Communicate with the agency user community in non-IT languagec) Be discreet and maintain confidentiality when around, or have access to, sensitive information.d) Ensure client pitch activity is supported to the highest standarde) Investigate patiently about a user problem to better determine the solutionf) From time to time, may be required to work extended hours to achieve immediate business driven resultsQualificationsExperience & KnowledgeBasic to intermediate knowledge of computer hardware fundamentalsAbility to repair and replace hardware componentsBasic to intermediate understanding of various software packages and utilities for diagnostic, repair and technical issues for computer issuesBasic to intermediate knowledge around software troubleshooting skillsGood working knowledge of how to navigate systems and create reports when requiredAttributes/behaviours Ability to analyse issues and provide solutionsAbility to maintain an even temper, to repeat and explain information as necessaryStrong attention to detail and ability to see tasks through to completionGood communication skills (written and oral)Independent, proactive & resilientWell organised with the ability to work with competing priorities and delivery within tight timeframes.Ability to work in a team environment and share information with new staff