FSO Lead

Main Purpose

The successful applicant will be required to provide effective leadership and skilled IT assistance across the LATAM region and will be reporting directly to the Network Security and Lead Architect. The successful applicant is responsible for supporting and maintaining of all IT-related hardware/software across the region (network comms/servers/desktops/laptops/printers), as well as supporting and assisting in the maintenance of all OT Infrastructure – Including but not limited to CCTV, ACS, UPS, Storage/Backup, Power, Mobile Phones and Wireless devices installed onsite. The position provides exposure to a broad range of IT-related projects and activities with a fresh and dynamic team.

Experience

Knowledge Skills and Abilities, Key Responsibilities:

3-5 years’ experience in a team lead role in End User IT Support with-in a high-pressure environment. Financial services/National Infrastructure/Commodity logistics end user support experience would be advantageous.

Ability To Demonstrate The Following

Strong communication and customer service skills across all levels of an organization. Proven ability to support end users on all levels, as well as collaborate with all levels of IT staff.
Demonstrated ability to work independently and exercise strong technical and business judgment in mission critical IT support functions.
Strong diagnostic/ troubleshooting skills must have an abiding curiosity and interest in IT.
Driven to provide superior support. Demonstrated a true ownership mentality to service and problem resolution.
Ability to be on-call on a scheduled basis; or as sometimes required work long hours to resolve client issues.

Duties/Areas Of Responsibility

The position will involve but is not limited to the following areas of responsibility:

Diagnose and resolve day to day technical issues.
Promptly Escalate IT issues to the Network Security and Lead Architect where necessary.
Responsible for managing Inventory and champion stock control.
Provide remote support to users in other regions.
Undertake small to medium-sized IT projects as instructed by the Network Security and Lead Architect.
Provide End User and server support throughout LATAM region.
Support and maintain Server, Network and Server room under instruction from global teams.
Setting up and configuring new equipment in line with business expectations.
Adhere and actively work to maintaining global IT standards.
Provide effective basic user training and new user inductions.
Install and troubleshoot authorised software.
Ensuring security and upgrades are applied correctly and kept up to end user equipment.
Antivirus installation on all end User equipment.
Responsible for logging and tracking warranty repairs.
Reporting faults and maintaining records on server and site outages.
Completing internal user/desk moves including peripherals and printers.
Patching of network and phones.
Ensuring neat and well maintained desks, Meeting, patch and server rooms.
Ensure all IT equipment in meeting rooms are neat and functional state.
Complete daily site checks.
Submit weekly reports to the Network Security and Lead Architect.
Requesting and tracking of IT purchases.
Providing basic support and troubleshooting on APC and related UPS/Cabinet Power equipment.

Other

Prepare documents, meeting materials and correspondence.
Perform basic administrative support duties as required to meet specific operational objectives.
Perform miscellaneous job-related duties as assigned by the Network Security and Lead Architect.
Assist with weekend on call support as and when required or as assigned by the Network Security and Lead Architect.
Additional responsibilities as requested by the Network Security and Lead Architect.
Work extra hours to meet deadlines, as required and where reasonable.
Provide assistance as required to the Network Security and Lead Architect.
Provide assistance and support to colleagues in IT-related matters.
Ensure that a high level of customer service and support is provided to all internal and external customers.

Skills, Competencies And Qualifications

Strong knowledge of Win 10/11 and Active Directory.
Strong working knowledge of industry standard End User imaging and packaging.
Strong understanding of commodity storage and freight forwarding applications would be advantageous, but not essential.
Some exposure to managing & supporting OT infrastructure environments would be highly advantageous.
Strong knowledge of Microsoft Office 2016 - 2019 required.
Working knowledge of networking routers, firewalls, switches such as Cisco, Citrix and VPN.
Working knowledge of spyware/malware removal tools and techniques.
Working knowledge of MS Intune applied to a mobile device a plus
Strong written and spoken English and Spanish essential

Key Relationships And Department Overview

Internal IT Teams

Business users

Third party vendors

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