IT Support Officer

As part of the Service Desk Team, the Support Officer will have a focus on providing 1st, 2nd & 3rd level support to Saab staff across all of Saab’s computing environments. In addition, and where appropriate, the Support Officer may participate and work on larger ICT projects.

Specific Accountabilities

1. Provide 1st & 2nd level support to Saab’s internal staff and where capable, provide 3rd level support;
2. Troubleshoot and resolve assigned incidents or service requests whilst ensuring prompt professional service;
3. Undertake day-to-day administrative duties, such as:
1. Account management;
2. File & Print Services Management;
3. Client setup, configuration and support;
4. Installation, configuration and support of corporate and enterprise-wide support tools, systems, applications and technologies;
5. Asset Management;
6. Maintain, update and create operational, support and end user documentation;
7. Work, communicate and cross-skill with other members of the Service Desk team, and where appropriate with the greater ICT group;
8. Report to ICT Management on key issues and task outcomes;
9. Actively participate in regular operational meetings as team and business needs dictate;
10. Some domestic travel may be required, from time to time, to provide support to other Saab offices;
11. Comply with legislation and Company policies, processes and instructions, including those relating to non-discrimination, safety and duty of care and the quality management system;
12. Perform other duties as assigned, in line with changing requirements of ICT.

Skills and Experience

1. 2yrs+ IT industry experience within a support role;
2. Experience with enterprise device management processes and tools;
3. Working knowledge of technologies, such as:
1. Active Directory;
2. Microsoft Windows 10;
3. Microsoft Office 2010/2016;
4. Microsoft SCCM;
5. Collaboration software and devices;
6. Basic Network fundamentals, such as TCP/IP, DHCP, DNS.
4. Experience working with Helpdesk and/or tasking systems;
5. Experience in one or more scripting languages (e.g. PowerShell, Python, etc.);
6. Excellent problem-solving skills;
7. Good all round client facing skills with the ability to communicate technical information to a variety of audiences;
8. Knowledge/understanding of ITIL principles;
9. Fundamental understanding and awareness of information security and how this is applied in operational environments;
10. Able to adapt to changing priorities, tasks and requirements;
11. Able to work under pressure and know when to escalate.

Personal Qualities

1. Display high level of personal integrity and professionalism;
2. Strong focus on customer service;
3. Self-motivated;
4. Able to work under pressure and know when to escalate;
5. Willingness to take ownership of problems and resolve them in a timely fashion;
6. Display behaviours that reflect company values.

General Company Requirements