We are looking for a strong candidate to join our internal IT ServiceDesk team. As a valued member of the team, successful candidate will help Scoular’s employees solve information technology issues that they may face while executing Scoular business processes. This resource will exhibit excellent problem-solving skills and come up with innovative solutions. A strong candidate is one who can dig deep and identify root cause for a problem, expertly debug issues and come up with long lasting solutions.  

• Provide first & second level technical support for employees dealing with hardware or software issues. 


• Diagnose and resolve technical problems, including hardware and software issues, in a timely manner. 


• Perform hardware maintenance, upgrades, and repairs as needed. 


• Install and configure computer systems, software, and peripheral devices. 


• Identify and learn appropriate software, hardware systems and processes used by the organization. 


• Manage and administer Microsoft 365 environments, including configuring and optimizing features such as Exchange Online, SharePoint Online, Teams, OneDrive, and other collaboration tools. 


• Create, modify, and maintain user accounts. Manage user licenses and permissions based on organizational requirements. 


• Executive Support - Assist executives with comprehensive support services, catering to their specific needs and requirements, ensuring seamless workflow. 


• Determine the best solution to the reported / observed issue based on the information provided by the employee / system diagnostics and the analysis performed and leveraging the knowledge documentation made available through ServiceNow. 


• Assist with audiovisual support to end-users, ensuring seamless operation and troubleshooting for all audio and visual equipment and systems. 


• Assist in maintaining and troubleshooting network connectivity issues. 


• Assist in maintaining and troubleshooting the Printing environment. 


• Maintain accurate records of support requests, repairs, and solutions provided. 


• Collaborate with other IT team members to resolve complex technical issues and contribute to ongoing projects. 


• Aide with asset management operations, ensuring meticulous tracking, maintenance, and optimization of company assets and properties. 


• Follow up with employees to ensure issues have been resolved and SLA expectations are met. 

• Suggest improvements to systems and procedures as part of continuous efficiency gains 

About You  

• BSc/BA in IT, Computer Science, or relevant field 


• Proven experience as a Microsoft 365 Administrator or similar role. 


• 3+ years of prior experience in an IT Help Desk, Desktop Support or similar technical role is required. 


• Strong customer service and communication skills are essential for interacting with end-users. 


• Proficiency in troubleshooting hardware and software issues, knowledge of operating systems 


• Proficiency in ServiceNow to log, track, and resolve support tickets. Familiarity with this system is essential for efficient incident management.  


• Utilize ServiceNow for effective Asset Management, tracking and managing hardware, software, and other IT assets throughout their lifecycle 


• Strong analytical and problem-solving abilities 


• Ability to analyze and solve technical problems efficiently. 


• Ability to work collaboratively with other IT professionals and departments. 


• Create, modify, and disable user accounts. Manage user permissions and access rights based on organizational policies. 


• Willingness to learn and adapt to new technologies and changes in the IT landscape 


• Accuracy and attention to detail in performing technical tasks and documentation. 


• Strong verbal and written communication skills, with a sense of urgency in customer support 


• Customer service-oriented approach to execution on issue resolutions 


• Team player with collaboration and creativity as attributes 

Minimum

• BSc/BA in IT, Computer Science, or relevant field 


• Proven experience as a Microsoft 365 Administrator or similar role. 


• 3+ years of prior experience in an IT Help Desk, Desktop Support or similar technical role is required. 


• Strong customer service and communication skills are essential for interacting with end-users. 


• Proficiency in troubleshooting hardware and software issues, knowledge of operating systems 


• Proficiency in ServiceNow to log, track, and resolve support tickets. Familiarity with this system is essential for efficient incident management.  


• Utilize ServiceNow for effective Asset Management, tracking and managing hardware, software, and other IT assets throughout their lifecycle 


• Strong analytical and problem-solving abilities 


• Ability to analyze and solve technical problems efficiently. 


• Ability to work collaboratively with other IT professionals and departments. 


• Create, modify, and disable user accounts. Manage user permissions and access rights based on organizational policies. 


• Willingness to learn and adapt to new technologies and changes in the IT landscape 


• Accuracy and attention to detail in performing technical tasks and documentation. 


• Strong verbal and written communication skills, with a sense of urgency in customer support 


• Customer service-oriented approach to execution on issue resolutions 


• Team player with collaboration and creativity as attributes 

We encourage all candidates who are enthusiastic about his opportunity and believe they can contribute to our team’s success to apply, regardless of whether you meet every qualification.

To apply please click on APPLY TO THIS POSITION