Modern Workplace Specialist

2 weeks ago

Amman Jordan TDM Group Full time

We are seeking a dedicated Modern Workplace Specialist to join our User Support Services team. The ideal candidate will have a foundational understanding of ITIL practices; including basic knowledge in change and problem management processes, be proficient in using Microsoft administration tools such as Endpoint Management and Entra ID, have basic knowledge in on-prem domain setups and demonstrate exceptional English communication skills.

Key Duties and Responsibilities:

  • Provide technical support and guidance to end-users, addressing and resolving issues related to modern workplace tools and services.
  • Monitor, maintain and troubleshoot different hardware and applications used for our clients within agreed SLAs.
  • Ensure that all requests and incidents are resolved within SLA and to ITIL standards.
  • Work closely with higher level teams to implement and support modern workplace projects.
  • Manage and maintain Microsoft administration tools including Intune, Azure AD, and Office 365 to support and enhance our modern workplace solutions.
  • Utilise ITIL frameworks to ensure best practices in IT service management, including incident management, change management and service desk operations.
  • Ensure all systems and tools adhere to security best practices and compliance requirements, proactively identifying and mitigating potential risks.
  • Participate in a 24x7 ROTA schedule to provide continuous support for partners in East Asia, Europe and America; ensuring round-the-clock availability and responsiveness.

Skills and experience:

  • Strong problem-solving abilities and attention to detail.
  • Ability to work independently and as part of a team.
  • Customer-oriented mindset with a focus on delivering high-quality support.
  • Knowledge in creating user guides, training materials and technical documentation.
  • Knowledge in Microsoft Intune, Azure AD and Office 365 administration.
  • Experience in IT support or administration roles, with a focus on modern workplace solutions.
  • Excellent verbal and written English communication skills.
  • Experience with hybrid cloud environments would be beneficial.
  • Up to 3 years experience in a similar role.

Qualifications:

  • Bachelor's degree in information technology, Computer Science, or a related field.
  • Microsoft Certified: Endpoint Administrator Associate or similar certifications.
  • ITIL Foundation certification would be beneficial.

What TDM offers you

  • Medical & Dental insurance.
  • Additional holiday days for length of service.
  • Regular team and company social events.
  • Gym membership contribution.
  • Vendor certifications and training.

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