Helpdesk Engineer at Thomas International South Africa

Description

Thomas International are a leading global provider of psychometric assessments. We are entering an exciting period of accelerated growth due to the recent launch of our market leading Assessment Platform. We are looking for the best talent in the industry to support our rapid growth and transformation of technology, people & process right across the business both UK and internationally. The Helpdesk Engineer will be part of a newly formed internal helpdesk team and will be responsible for providing IT support to our internal teams. Alongside this, the Helpdesk Engineer will have the opportunity to help improve and automate processes in the business, with a focus on enabling users to self-serve and ensuring everyone is working within a secure environment.

Responsibilities

• Providing technical assistance for questions and problems for all staff members

• Escalating unresolved issues to our external 3rd line support provider whilst continuing to manage these internally

• Liaising with third party suppliers and managing issues to resolution

• Managing & maintaining company-wide software, tools & services

• Hardware management and troubleshooting including Laptops, Zoom Rooms, and Mobile Phones

• Help to drive the adoption of multiple business tools across the global business

• Supporting Internal & External IT Audits

• Running reports to analyse common problems

• Following up with customers to ensure full resolution of issues

• Writing, editing, and revising knowledge articles for new and updated software and hardware

• Training other staff members on troubleshooting and diagnosing problems

• Creating and maintaining self help articles for all staff members

• Identify and suggest possible improvements on procedures, looking to automate where possible

Requirements

• Tech savvy with working knowledge of Microsoft office software

• Excellent communication & Listening skills

• Ability to diagnose and resolve basic technical issues

• Adaptability

• Ability to work under pressure

• Innovative thinker who is positive, proactive, and readily embraces change