Engineer - Workplace IT Services at TMF Group

Job Purpose

• Responsible for ensuring the highest quality of IT service and advocating for flawless IT Service Delivery in their offices. Work closely with the internal customers/external clients (as required) to ensure IT processes are followed, technology solutions are fully utilized, and users are educated and updated on the TMF Technology solutions and ongoing changes. Workplace IT Service Engineers are organized, detail-oriented, and customer-centric. They support end users, end-user devices and are the local experts and smart hands on the ground once needed by other global functions.

  Key Responsibilities

• Fast and efficient management of the ITSM support queue
• Supporting end-user hardware throughout their life cycle, including laptops, monitors, peripherals, printers, scanners, conferencing equipment, and corporate-owned mobile devices
• Supporting end-users by providing guidance, education, and the smooth resolution of their technical requests
• Educating end users on TMF tools and best practices and arranging 1:1 or group training sessions, ensuring end-user awareness and efficiency in utilizing TMF technology solutions
• ISO/ISAE report generation and management
• Assisting (smart hands) in support of the network and server equipment within the office wherever operations or engineering teams are not present
• Technical ownership of all local applications, including SaaS and DC-hosted applications
• Ensuring the HAM portal and Application Portfolio Portal are fully updated with the most recent accurate data
• Communicating with office users and local management on behalf of Global Technology Services
• Communicating with local vendors on behalf of TMF for the technology services the vendor provides
• Highlight any risks to the management and work on their quick resolution
• Highlight any GTS-related service improvement opportunities to the line manager
• Budget-conscious and highlight any saving opportunities to the line manager
• Partaking in local office projects such as renovations and moves for all IT infrastructure tasks
• Any other technology tasks not limited to the above, requested by the management

Competencies and Skills

• Technologically rounded with a high-level understanding of the different branches of IT
• Organized, detail oriented and customer centric mentality
• Managing and troubleshooting software and hardware problems with windows client machines
• Fair understanding of Active Directory, OU’s, and Security groups, DNS, DHCP, Backups, VPN
• Good understanding of file sharing and sharing permissions
• Knowledgeable and understand the ITIL terminologies and best practices
• Can-do and positive attitude, a team player who knows how to engage other teams to get things done
• Communicate effectively with internal and external stakeholders
• Mindful and willing to work in a multicultural, inclusive organization spanning the different time zones
• Security-oriented and vigilant of any risks, vulnerabilities, and threats, avoiding any nonconformities with any of our security standards and controls
• Think beyond the silos and deliver overall outcomes for the technology teams
• Willing to operate out of the comfort zone and make effective changes

Experience and Qualifications

• Minimum of 3 years of experience with end user support
• A service mindset/attitude
• ITIL knowledge is a must, ITIL certification is a plus
• Service with a smile