Job Description

Corporate ICT Support Technician - Cape TownFull job descriptionAbout UsThe Company: Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.The Product: Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more. About the RoleAre you a self-starter with a passion for tech and helping people? Are you looking to work in a SaaS company? Keep reading as this role may be for you!You are likely to be an experienced IT Support Technician, in at least a 350-user environment where you have been looking after a bit of everything. Youll be based in our Cape Town office (2-3 days a week) and part of a global team, delivering first class service to all staff around the world.We are a cloud first organisation where you will you be able to utilise your earned experience to make a real difference. Youll play a key role in our internal helpdesk, by taking ownership of issues and delighting with your excellent customer service.While you will be joining an established team, there is also an opportunity to contribute to and streamline both new and existing processes. We really value innovators who like to think outside the box and arent shy about suggesting new ideas.Keeping abreast of new functionality available in our IT systems, you will be an advocate for user adoption through the delivery of drop-in sessions to empower users to make the most out of new features. Therefore excellent communication skills, both written and verbal, are essential.Responsibilities:Working on the internal global Corporate ICT Helpdesk, taking ownership of users technical problems while meeting SLAsDelivering on-site support (1st - 2nd line) in our Cape Town officeDelivering remote support globallyWorking with suppliers on the procurement and provisioning of laptops, mobile devices, software and peripherals.Asset management and auditing in line with company standardsEnsuring a smooth staff onboarding experience - everything from account creation to delivering onboarding inductionsFollowing the offboarding process and working with our equipment lifecycle partnerEmpowering users through the delivery of IT drop-in sessionsManaging our Zoom Meeting and Zoom Phone platformAdministering and troubleshooting cloud systemsMonitoring backups and escalating issues as needed.Monitoring end user devices to ensure they meet the required standardsBeing involved in projects relating to the improvement of Corporate ICT solutionsCorporate mobile and tablet support including ongoing administration.Adhering to and contributing to the improvement of Corporate ICT policies and proceduresIn the short-term participating in an on-call rotaIn the future working a shift pattern to cover the needs of global support About YouYou are an organised, flexible, personable team player with a positive, can-do, attitude who can cope with the constantly changing environment that we experience as an innovative and growing business. Your experience:Supporting a global user-base (UK, Australia, Poland, South Africa and US)Proven in-depth knowledge of Microsoft Windows 11Knowledge of macOS Mojave or newerUser account management in Active Directory and EntraIDMicrosoft 365 including working knowledge of InTune, EntraID/AzureAD, Exchange (mailbox setup)Zoom Meetings or any other video conferencing softwareZendesk or other Helpdesk softwareDelivering Remote support using remote tools (e.g. LogMeIn and TeamViewer)Experience with Apple iPads and iPhones in a corporate environmentExperience with MDM solutions. Preferably InTune, AirWatch and JAMFExperience supporting hardware remotelyDesirable but not essential: Cisco Meraki, Adobe Creative CloudDesirable but not essential: Any MS Dynamics CRM experienceDesirable but not essential: Working in an ISO27001 environmentYou must have an appreciation for our team values:We respond with a positive, can-do attitudeWe take ownershipWe collaborate, communicate and enable each otherWe are innovatorsWe make things scalable, repeatable and robustWe digitalise and eliminate manual processesWe care about data quality (a lot!)We always operate with integrityWe celebrate quick wins and our successWe have fun!Why UsDont just take our word for it - hear what your future colleagues have to say about working in our team:"As an Infrastructure Engineer, I am impressed by Dotdigital's focus on innovation, positive work culture, and employee development, making it an environment where I can continuously learn, contribute meaningfully, and advance my career."Kayode - Infrastructure EngineerInterview Process15min Screening Call with Team Talent1 hour call with hiring manager1 hour call with hiring manager and HRSome of Our Global BenefitsParental leaveMedical benefitsPaid sick leaveDotdigital dayShare rewardWellbeing rewardWellbeing DaysLoyalty rewardApplication deadlinePlease apply for this role before 19/04/2024DEI commitmentAs an equal opportunities employer we are committed to equality in all its practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. If you have any additional requirements or adjustments to assist an application then please don't hesitate to contact us and advise us how we can best support you. Legal statementNo agencies/recruiters please. We are only accepting applications directly from the applicants. If you are a recruiter, please refrain from reaching out to our staff about this position. Anything contrary will be treated as unsolicited approach under the applicable data protection law.

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