Role Purpose: This is a primarily hands-on position where the main responsibilities include covering technical shift duties and procedures, as well as providing technical helpdesk services to all departments (local and remote).

Accountabilities:

• Responsible for covering technical shift duties 24/7 and giving answers / solutions to any problems which may occur during the shift.

• Providing technical assistance to other departments.

• 1st and 2nd Line Support to 500+ users (local and remote).

• Supporting Microsoft Office Suites and providing ad-hoc training when required.

• Supporting internal CRM applications and internal bespoke software systems.

• Account creation for new users using Active Directory.

• Troubleshooting Citrix remote access and internally published applications.

• Data management and monitoring on servers.

• Hardware and software upgrades.

• PC configuration / installation and troubleshooting.

• PC imaging.

• Server rack mounting and installation.

Key Performance Indicators:

• To be able to complete the shift in an organised way.

• To be able to multi-task.

• Ability to work under pressure.

• To be able to prioritise tasks and ongoing issues in real time.

• Professional level of service.

• Excellent customer service level.

• High organisational skills.

• Ability to take ownership.

Must have/Essential Skills:

• 2 years of relevant hands-on experience in large organisations.

• Windows 10.

• Familiarity with Windows Server technology (ideally large user environment 500+).

• Microsoft Office 365.

• Microsoft Outlook 365.

• Knowledge of Citrix remote desktop and Citrix services.

• NetBackup or Backup methodologies.

• Active Directory Services.

• TCP/IP and general basic WAN/LAN troubleshooting capabilities.

• No restrictions to working in Gibraltar.

Nice to have/ Desirable:

• MS Qualifications.

• Experience of working shifts.

• Group policies an advantage.

Competencies:

• Must be analytical.

• Ability to multitask.

• Trustworthy and reliable.

• Customer focused.

• Tidy, organised and methodical.

• Must be polite and customer focused.

• Ability to work under pressure.

• Time Management Skills.

• Fast learner.

• Hard worker.

• Dynamic Team player.

• Articulate who strives to achieve.

• Flexible towards working hours.

Please Note: This list is not exhaustive, and the company may pass other reasonable duties to the employee as required.