IT Support Associate

APCO Worldwide, a global strategic communication firm, is seeking a professional, determined, client service-oriented IT Support Associate to join its global IT team in Amman office.

The IT Support Associate works to ensure a smooth operational technology environment through proactive engagement with our staff as requirements, issues or problems arise. The IT Support Associate will be a part of an integrated global team providing quality guidance and support to colleagues locally and across the APCO network. The role offers extensive on-the-job learning opportunities and you will be working with the very latest hardware and collaboration technologies.

The most important qualities for success in this role are:

• A genuine interest in technology.

• Determination, adaptability, independence and the ability to “find” work.

• Effective prioritization and organizational skills

• Empathetic communication skills

• Demonstrable ability in troubleshooting complex issues, research, analysis and critical thinking
  

Primary Responsibilities

• Help desk support for regional and global users both in-person and remotely, working with the global service desk team and ensuring cases are updated and repeating issues are addressed effectively.

• Perform hands on support, both preventative and remedial for all company technologies, mobile devices, applications, cloud services, conferencing rooms and peripherals or other technologies as required.

• Participate in projects to improve service provision, performance or to resolve an ongoing requirement.

• Other responsibilities as assigned.

• As a member of a helpdesk team that provides IT support service around-the-clock, this role requires to work one week of nights every month.
  

Qualifications

• BA/BS or Technical degree in Information Technology related field is highly desirable
  

Required Knowledge/Experience

• 1-2 years of relevant experience, ideally with a professional services firm. We also consider freshers candidate who shows A genuine interest in technology.

• Experience in Tier 1 or Tier 2 helpdesk support

• Supporting PC and Mac software/hardware, peripherals

• Hardware and software troubleshooting techniques, tools and utilities

• Office365 or other business productivity suite administration experience is highly prefered

• Experience working consistently within a ticket tracking system (e.g. Freshservice), assigning, updating and closing tickets in a reliable manner