Technical Support Analyst at Mastercard Foundation

Job Description

• Provide technical support for staff (network connectivity, Office 365, conference rooms, printers, screens, phones, etc.).
• Monitor and report performance issues related to services provided by third parties.
• Monitor IT services to ensure their consistent, reliable and secure delivery through active monitoring of error logs and user-reported issues.
• Responsible for the overall healthy operation of technology in the offices.
• Perform application updates, security patches and configuration changes on network hardware, services and management tools.
• Work closely with the Manager IT to implement proactive approaches to monitoring and reporting on network services that maximize uptime, reliability and visibility.
• Support and monitor local vendors of IT systems, including network, laptops, telecom, wireless and supporting applications.
• Manage relationships with internal stakeholders to understand and anticipate issues, influence technology adoption, monitor staff satisfaction levels, and address issues and concerns.
• Remain current with trends, new developments and issues in the IT industry including innovation, current technologies, compliance, cyber risks and software, hardware and licensing costs.

Requirement/Skills

• Bachelor’s degree or diploma and/or certificate in IT related fields.
• Minimum 2 years’ experience supporting end users, applications and hardware.
• Possesses an entry level of network and infrastructure expertise coupled with a high ability to quickly learn new technologies.
• Practical hands-on experience on workstations, printers, cellphones and audio-visual equipment.
• Exceptional analytic and troubleshooting skills for solving problems.
• Understands how emerging technologies and service providers can be utilized to improve existing systems and/or increase operational efficiency.
• A good understanding of the following Technologies: Windows 10 and Office 365, SharePoint.
• Intellectually curious and flexible, is comfortable with ambiguity, receptive to new ideas and open to change, when presented with best options.
• Is results driven and motivated by a sense of performance excellence and a sense of urgency; possesses a proactive and ‘self-starter’ mentality.
• Demonstrates strong communication, presentation and negotiation skills in complex environments with an aptitude for diplomacy.
• Possesses a global mind-set and professional maturity, and demonstrates sensitivity to working within different cultures.
• A team player who is able to work in a fast paced, ever-changing environment.
• Ability to travel internationally up to 10% of the time.