I.T Administrator Support (All genders)

Job Description

The Role

What will you be doing?

Why is there a need for this role?
As LucaNet begin our exciting transformation to a cloud native SaaS platform, we are opening a Technology Centre of Excellence in Romania to drive the evolution of our Corporate Performance Management product.

IT Support is critical to the launch, and continued success of our brand-new office here in Romania. You will provide technical assistance, troubleshoot issues and offer guidance on hardware, software or other technology products used by Lucanet. Your efforts will help to ensure new employees can seamlessly join the organisation, whilst also ensuring our existing employees can complete their day-to-day tasks when technical issues arise. Your primary focus will be Romania but you can also expect to work on tickets across the whole company. This role is primarily 1st line with some elements of 2nd.

Who you‘ll be working alongside
You will be join the Lucanet I.T Support team, who support our 500 employees globally. You will report into the IT Support team lead, with 9 in the team all together, locally you will be the first support hire and we have plans for a 2nd later in the year in Romania.

Why join?
As one of our first hires in Bucharest you will be the go to person for I.T support in our Romania office (with the close support of the wider team when needed). Your vital work will have a direct impact on the success of our new office and in turn our cloud transformation project.

Powered by uniqueness

Everybody’s different here and we like it that way. At LucaNet, we are powered by the uniqueness of our people and are committed to creating an inclusive work environment where everyone can grow and feels respected. The more voices we have represented in our business, the more we will all thrive, contribute, and be forward-thinking.

That’s why we only want to assess candidates based on qualifications, merit, and business needs. You are welcome at LucaNet for who you are, no matter your gender identity, sexual orientations, personal expression, racial identity, ethnicity, religious belief, and disability status.

People don’t fit into neat boxes, we know that. If you think you’d excel in this position, even if you don’t coverall points, we really want to get to know you and why you’re great for the role. Please avoid including your picture, age, and marital status in your CV.

What you'll do

Core Responsibilities

• Provide initial technical assistance via phone, email, or chat to identify and resolve hardware, software, and network issues
• Diagnose and troubleshoot basic IT problems such as password resets, network connectivity issues, and printer problems
• Escalate more complex issues to 2nd level support as needed
• In some cases take ownership of said escalated incidents and provide timely resolution to minimize user downtime
• Update incident tickets in the helpdesk system and communicate issue status and resolution to end-users
• Assist with IT equipment setup and maintenance
• Collaborate with other IT teams to resolve issues and provide timely solutions to end-users
• Document standard operating procedures and user manuals for common IT issues
• Administration of internally used software & tools

Ways of working and best practices

• You will work closely with the existing LucaNet support team in Berlin, initially primarily focussing on support in Romania but after 3 – 6 months we will expect to see you integrated as part of the whole support team working on resolving issues from across the business.

Technology you will use / learn

• AD, Azure, MDM
• VMWare
• Hardware
• Windows/MacOS
• Office 365

What does success look like?

• Seamless flow of new starters into Romanian office
• Solving issues within the timelines agreed with your manager
• Being the approachable and positive face of support

What you bring to the table

Essential SkillThe level of skill you‘ll needDemonstrated byI.T Support experience1 – 2 years experience minimum supporting across the below technology systems at 1st level.
•AD, Azure, MDM
•VMWare
•Hardware
•Windows/MacOS
•Office 365This could include specific projects you have worked on, certifications you have earned, and your ability to troubleshoot issues related to these technologies. Additionally, providing examples of how you have improved processes or implemented new solutions using these technologies in the past can also demonstrate your proficiency and expertise.Problem solving mindsetA positive attitude and approach to solving problems at all times.Track record of dealing with new issues, and coming up with solutions either through your own efforts or by collaborating/escalating where necessary.ApproachableStaff need to feel you are friendly, and can ask you any question and receive a timley and cordial response.Previous instances of delivering on tickets during relaxed and busy periods with the same level of high quality.