• Drive end-to-end support for the Foundation technology tools by responding and resolving incoming support requests, diagnosing technical problems, performing updates/configuration changes and escalating to other departments (as required).
• Monitor IT services to ensure consistent, reliable, and secure delivery, maintaining an error log and user-reported issue list.
• Provide guidance and ongoing training for end-users on commonly encountered issues.
• Interface with local vendors as required to help resolve technical issues.
• Onboard, monitor, and off board the Foundation staff’s personal IT equipment (e.g.,facilitating training, user guideline compliance, equipment performance management,account closing, etc.); drive scheduled equipment refreshes.
• Perform regular maintenance on network-connected devices to ensure the integrity of the network.
• Deliver a distinctive online user experience by supporting SaaS solutions, including maintenance, troubleshooting, and tech support.
Requirements
• Bachelor’s degree or diploma and/or certificate in IT-related fields.
• Minimum 5 years’ experience supporting end users, applications, and hardware.
• Practical hands-on experience on workstations, printers, cellphones, and audio-visual equipment.
• Possesses an intermediate level of network and infrastructure expertise coupled with a high ability to learn new technologies quickly.
• Exceptional analytic and troubleshooting skills for solving problems.
• Understands how emerging technologies and service providers can improve existing systems and/or increase operational efficiency.
• A good understanding of the following Technologies: Windows, Office 365, Cloud environments, Azure Active Directory.
• Results-driven and motivated by a sense of performance excellence and urgency; possesses a proactive and ‘self-starter’ mentality.
• Ability to travel internationally up to 10% of the time.
• Flexible, adaptable, and able to execute a range of job duties and changing priorities.
• Proven excellence in verbal, written, and presentation skills with the ability to articulate information to a variety of constituents across cultures and to distill complex information and data into accessible conversation and written pieces.
• Possess professional maturity, sensitivity with different cultures, and impeccable integrity that exemplify the Foundation’s values.
• Demonstrated commitment to Mastercard Foundation’s values and vision
