IT Generalist Full-time Job

Functional Responsibilities:

• Performs tasks independently from level 1 users.

• Responds to incidents and requests in timely manner through the different IT Support entry points, in accordance with applicable standards and KPIs.

• Assists and follows up with IT Helpdesk and other team members on complicated issues.

• Prioritizes user support tasks in cooperation with other IT staff.

• Properly documents incident lifecycle by ensuring ticket qualities meet the requirements and follows internal guidelines for the Knowledgebase.

• Configures, troubleshoots and maintains standard hardware such as laptops, desktops, mobile devices, printers and peripherals, according to ICRC standards.

• Deploys new hardware in line with applicable guidelines, images and standards and ensures timely data migrations as well as device recovery and decommissioning.

• Proposes and tests device upgrades to optimize user performance.

• Supports Audio Visual and Video Conference setup and resolution for high level meetings.

• Identifies potential recurrent issues. Proposes and develops improvements to workflows or guidelines to permanently eliminate such problems.

• Follows up proactively with requesters to ensure requests and problems are addressed correctly in compliance with Customer Service principles.

• Identifies opportunities to reduce operational effort through the use of scripting, automation or process changes.

• Monitors, updates and escalates service desk tickets when appropriate in accordance with applicable SLAs.

• Supports in setup, distribution, updating, troubleshooting, and decommissioning of user software to ensure business continuity.

• Updates and manages the deployment of standard operating system configurations and images on user end devices using automated processes.

• Assists in keeping the knowledge base updated. Creates and amends procedures and guidelines in collaboration with IT peers.

• Delivers standard and ad-hoc trainings and support sessions on software and hardware usage.

• Contributes to IT related projects when requested.

• Ensures proper data lifecycle and backups in line with the defined rules and instructions, by verifying configuration of backups.

• Supports inventory and lifecycle management for end user related hardware and software in respective delegation / department / function.

• Executes IT standard operational tasks related to information security such as: vulnerability remediation, end point security software.

• Ensures information security policies and standards are implemented at job level.