IT Support Technician

The IT Support Technician is responsible for Level 1 & 2 IT support offered to our users from all Vista Global Offices. Seen as the face of IT, you will be carrying out IT Support tasks both remotely and via desk-side support. The goal is to provide an efficient and reliable IT Service by utilizing ITIL Principles and aligning them to Vista Global fast pace and growing IT environment.

You will work closely with our internal IT teams; Application Support Analysts and also IT Infrastructure Specialists.

You will be responsible for using and contributing to IT Support operational procedures and process, reporting to the Global IT Support Manager, under supervision of an IT Support Team Lead.

• Responsible for Level 1 & Level 2 IT Infrastructure and Applications; some project tasks ad hoc Infrastructure task (Datacentre and Comms Room Racking)
• Participate in Team Meetings and Communication
• IT Ticket Logging and Queue management
• Keep track of status of the ordered equipment & supplies using inventory management tool
• Support of other IT Functions such as Application Support and Infrastructure Teams
• Identify improvements to IT documentation, processes/procedures, and tickets
• Logical thinker and able to prioritize workload and urgency
• Strong Customer Service Ethic
• Participating in an on-call rotation.

• Wide knowledge of Desktop OS and applications (Windows, MAC, Linux)
• Active Directory Administration
• Cloud based infrastructure such as Office 365 and Exchange
• MDM (Mobile Device Management i.e. AirWatch)
• Internet Browser support (All popular browsers, Firefox, Chrome, Edge etc)
• Issuing and handling user hardware (Windows PCs and laptops, Macs and mobile devices)
• Willing to learn and support in-house technologies; bespoke applications
• Working within a structured support environment with request logging software
• Able to follow processes and procedures.

Desired experience

• Windows Server technologies
• MCP / CompTIA A+ or N+
• Basic networking skills and Cisco exposure, including Call Manager
• Windows deployment workbench
• Atlassian tools such as Jira & Confluence
• Backup technologies
• Scripting tools: Powershell, others are beneficial; Exposure to Linux servers
• Familiarity with ITIL structures and processes
• Excellent English language skills, including advanced spelling and grammar that will enable you to communicate clearly with your customers is beneficial, but not a necessity
• Willing and able to travel internationally, from time-to-time