The role

Working as part of the IT infrastructure support team covering SA and UK offices you will act as a cloud support engineer for the Titan group. The role is full-time based in the SA office, as users require in person support 5 days a week. Hybrid may be considered in the future as business needs allow.

Job responsibilities

• Offering IT services & support over telephone, email, remote, but mostly face-to-face.
• As needed to assist the migration team to onboard new companies into the group M365 tenant (through acquisitions). This includes rebranding, like changing UPNs and central signatures.
• Using ManageEngine SD+ for logging, monitoring and managing tickets.
• Work closely with users from all global offices to resolve issues, keep users informed and escalate to second/third line where appropriate.
• Follow industry best practice to proactively maintain the infrastructure to prevent failures/issues and improve performance, availability and resilience.
• Build and maintain corporate PCs/laptops, keeping adequate spares-levels (inventory).
• Administration of starters and leavers, getting quotes and placing orders (procurement).
• Guide and support users in following group IT standards, policies & procedures.
• Manage/participate in project initiatives (as assigned) to achieve broader IT objectives
• Contribute to and maintain documentation for processes and procedures.
• Adhere to all FCA regulations including consumer duty.

Requirements

• 2+ years’ experience with desktop support using M365/Intune.
• Excellent English communication skills, comfortable in high engagement environment.
• Patient with users and ability to build good rapport.
• Great customer service skills.
• A+ PC technician / N+, MD100, MD101 certifications are advantageous.
• Some understanding of networking, routers, firewalls. E.g. able to replace router/AP.
• Proactive and ability to work with minimal direction.
• Self-motivated, well organised, skilled in prioritisation and working to SLAs.
• Excellent methodology in fault-finding.
• Strong working knowledge of MS Windows 10/11 Enterprise, M365 Administration.
• Endpoint manager, Teams Telephony and Sharepoint.
• Good working knowledge of Active Directory and Identity Management in Azure.
• Understanding of cyber security frameworks like NIST/CIS advantageous.
• Good understanding of Windows Server / roles and features would be beneficial.
• Solid working knowledge of mobile device platforms; iOS, Android and MS Surface tablets.