Junior IT Support Technician

About us

Indicia Worldwide is an insight and technology-led communications agency with global production expertise.

Purpose of the role

The objective of the team is to be a best-of-service support function for Indicia Worldwide with the provision of support for both internal and external stakeholders. This support function is in the main for the exciting and challenging world of Application Support and not the industry standard Windows or Infrastructure support.

This role should not be considered as a normal support role. This role will gain you vital experience as you journey into the world of Application Support along with your teammates and colleagues.

The team provides support for various applications you will not have worked with or potentially heard of previously. This is as a result of internal system and application development for not only internal but external users.

This role will be part of the existing Application Support team, which consists of a number of employees across the globe. The team is ultimately responsible for the full provision of Application Support for Indicia Worldwide in the Print Management market in which this role will be a critical part.

You will be responsible for the delivery of support (technical and non-technical) for Indicia WorldWide employees and external system users.

The following requirements will be considered part of the role but is not exhaustive.

• Triage and initial provision of support for applications as deemed appropriate by the business (for example Sourcing Hub, Noosh and Brand Hub)
• Provision of support updates to all users, suppliers, and accounts across Print Management segments
• Assisting with the support of enterprise applications which are NOT just Microsoft Windows or Office specifically in-house applications
• Management of individual support requests assigned to the post-holder, ensuring SLA achievement
• Escalation of support requests when required to the Team Leader and/or appropriate staff within the business
• Identification and management of Service Improvements
• Ensure stakeholders have a seamless experience when making support requests with clear and timely communication
• Being a voice of the customer within the team and the business as a whole.
• Basic configuration of applications (users) as required,
• Investigate and troubleshoot as required any issues raised to the Application Support desk
• Respond to queries either in writing or by telephone in a timely manner
• Follow up with users to ensure the resolution of issues
• Management of issues using Service Desk Management tool
• Take part in a 24/5 shift structure to ensure support coverage is maintained for systems which work across the globe
• Any other adhoc works as requested by the Team Leader, Global Application Support Manager and/or Global Head of IT

Skills, knowledge, experience and exposure

• IT related qualification
• Minimum of one year experience in a support environment (Preferred)
• Knowledge and understanding of ITIL framework (Preferred)
• Experience in a busy, diverse support environment
• Ability to respond to requests within SLA periods
• Experience supporting troubleshooting and/or administration - the following systems is desirable (Print management technology, Procurement systems, Microsoft SQL, Microsoft 365 software) 

The mindset to navigate the role

• A hunger to provide a best-of-class support function
• Collaboration to solve application requests/issues by investigating outwith normal process

Temperament for the role

• Excellent communication skills both written and verbal
• Ability to work in a fast-paced team but with periods on your own
• Desire to learn new applications within a busy diverse organisation
• Be accountable for own actions when supporting stakeholders, always aiming to do the right thing

Role Requirements

• Given the global nature of the role, the post-holder will be required to work on a 24/5 shift pattern
• The hybrid work model applies to this role which requires to come to the office in Malad whenever needed.You will be expected to perform in a flexible environment but ensuring delivery.

We are an equal opportunities employer and as such, will make any reasonable adjustments to accommodate the needs of all candidates. If you have any such needs or requirements in the context of your interview, please notify us so that we can make the appropriate arrangements.