IT Business Services Specialist
Who We Are
Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Our 10,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms, and automation. For more information, please visit solera.com.
The Role
This role is based on site at our Waterfall City office in South Africa. The ideal candidate will be highly motivated, experienced in IT support, has effective communication skills (both verbal and written), proactive, takes initiative, thinks creatively and is a team player. The role encompasses all activities and technologies related to a leading-edge enterprise office environment. There is no such thing as a typical day, as each day will be different. Some days will be easy, and others more challenging.
What You will Do
Core Requirements
•Support the end-user community, both in office and remote.
•Provide basic to advanced troubleshooting for software and hardware issues on multiple platforms (macOS, Windows 10/11, iOS, and Android).
•Onboard and offboard end users.
•Support the office technology platforms, including wireless and wired networks, conference room technology (Zoom and Microsoft Teams), automation systems, and AV streaming technology.
•Provide white-glove IT support for executives, as well as at marketing events held in the office or other locations.
•Asset management (managing the lifecycle of IT equipment from procurement to e-waste).
•End-point management.
•Leverage vendor support wherever possible to offer the best solution quickly.
•Train and provide documentation to Level 1 and 2 support team members.
•Keep the office clean, and ensure that the desks are secured, well cabled and functioning.
•Act as a primary liaison between IT and other business units to understand and meet their technology needs and objectives.
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Other Requirements
•Be diligent in ensuring support tickets are closed or reassigned within SLA, with clear and detailed notes.
•Do everything with data security and SOX compliance in mind.
Project Work
•Participation in ISO/SOX/SOC Security Audits to cover for IT-BS tasks.
•Ensure that all bespoke setups and new procedures are clearly documented to ensure consistency within the team.
•Relentlessly look for ways to improve what we do.
Must-haves:
•Minimum of 5 years macOS & iOS support experience in a corporate environment.
•Minimum of 7 years Windows 10/11 support experience in a corporate environment.
•Strong basic and advanced troubleshooting skills.
•Experience with Office 365 administration (Intune, Entra ID (formerly Azure AD), SharePoint, Exchange, etc.).
•Experience with Active Directory or similar tools like ADManager.
•Creative thinking (thinking “outside the box”) and resourcefulness.
•Effective communication skills, both verbal and written.
•Strong documentation abilities.
•Experience with the full Office 365 suite.
•Prior experience with Zoom and Microsoft Teams conferencing.
•Experience with common ticketing systems, like Jira or ServiceNow, with SLAs and KPIs tied to them.
•Able to prioritize based on impact and urgency.
Desirable
•Experience with asset management tools and processes.
•ITAM Experience.
•Experience with directly supporting executives (Senior VP levels and higher).
•Wi-Fi and LAN troubleshooting.
•Experience with ISO audit preparation and remediation.
•Experience collaborating with different departments.
•Experience working with 3rd party vendors for support.
All other related and/or additional responsibilities that may be required or assigned.
