Job Description

Job Purpose

The IT Technician will provide Level 2 deskside support, manage incidents and problems, maintain local IT infrastructure, and ensure data center operations. This role requires strong technical skills, adherence to ITIL processes, and the ability to deliver excellent customer service, including handling VIP users and challenging internal customers.

Key Responsibilities

Provide Level 2 deskside support for hardware, OS, enterprise applications, and telephony systems. Manage incident lifecycle and escalate per ITIL Incident Management. Coordinate problem management: identify triggers, open problem records, and liaise with Problem Manager for root cause analysis and preventive measures. Handle IT service requests per Service Catalogue and SLA. Maintain and monitor local IT infrastructure (telecom, backup systems, terminals). Operate and support data center environment: power, cooling, UPS; coordinate with facilities for uptime. Manage IT assets: maintain accurate inventory of end-user devices and data center hardware. Execute data backup procedures (tape exchange, outsourcing) per security guidelines. Use ServiceNow for ITSM, Jira for task tracking, and Confluence for documentation. Create and update technical documentation during shadowing and OJT. Support cyberattack response by working with Cyber Defense teams and executing local actions as instructed. Escalate critical issues to the Location IT Team Lead promptly for resolution and compliance. Support local IT projects: assist in implementation, coordinate onsite activities, and ensure alignment with global standards. Collect business cases and redirect them to the Business Engagement team or Location Manager for evaluation. Monitor KPIs (e.g., Incident Resolution Rate) and report variances.

Required Skills & Competencies

Strong knowledge of ITIL processes (Incident, Problem, Request Fulfillment). Proficiency in ServiceNow, Jira, and Confluence. Hands-on experience with hardware and software troubleshooting. Knowledge of data center operations (power, cooling, UPS). Excellent communication and interpersonal skills. Customer-centric mindset with ability to handle VIP users and manage difficult internal customers professionally.

Tools & Technologies

ServiceNow, Jira, Confluence, Microsoft Office Suite, Telephony Systems

Education & Certifications

Diploma or Degree in Information Technology or related field. ITIL Foundation Certification. CompTIA A+ / Network+ (preferred). Data Center Operations certification (e.g., CDCP) is a plus.
Job Type: Contract
Contract length: 12 months

Work Location: In person