About the job

Description

Founded in 1984, APCO Worldwide is an award-winning, independently owned global communication and business strategy firm with offices in major cities throughout North America, Europe, the Middle East, Africa and Asia. APCO combines a global perspective with local expertise to help clients around the world manage challenges, opportunities, perceptions and reputations. APCO clients include corporations and governments; industry associations and nonprofit organizations; and six of the top 10 companies on the Fortune 500. The firm is a majority women-owned business.

The RoleThe IT Associate works to ensure a smooth operational technology environment through proactive engagement with our staff as requirements, issues or problems arise. The IT Associate will be a part of an integrated global team providing quality guidance and support to colleagues locally and across the APCO network. The role offers extensive on-the-job learning opportunities and you will be working with the very latest hardware and collaboration technologies.

Primary Responsibilities

• Help desk support for regional and global users both in-person and remotely, working with the global service desk team and ensuring cases are updated and repeating issues are addressed effectively.
• Perform hands on support, both preventative and remedial for all company technologies, mobile devices, applications, cloud services, conferencing rooms and peripherals or other technologies as required.
• Engage service providers and vendors in logging support or service tickets as required or assigned.
• Participate in projects to improve service provision, performance or to resolve an ongoing requirement.
• Other responsibilities as assigned.
• Candidates are expected to work in a rotation basis to support different region including MENA , US , Europe and Asia

The most important qualities for success in this role are:

• A genuine interest in technology.
• Determination, adaptability, independence and the ability to “find” work.
• Effective prioritization and organizational skills
• Empathetic communication skills
• Demonstrable ability in troubleshooting complex issues, research, analysis and critical thinking

Qualifications

• BA/BS or Technical degree in Information Technology related field is highly desirable
• COMPTIA A+ and/or Network+, Microsoft certification (MTA, MCP, MCITP, MCSE) or JAMF certification

Required Knowledge/ Experience

• 2-5 years of relevant experience, ideally with a professional services firm.
• Experience in Tier 3 or Tier 2 helpdesk support
• Supporting PC and Mac hardware, peripherals and networking technologies.
• Hardware and software troubleshooting techniques, tools and utilities
• Windows, MacOS, IOS and their cloud management platforms e.g. InTune
• Experience with managing MacOS and IOS devices with JAMF Pro.
• Office365 or other business productivity suite administration experience
• Experience supporting Zoom and Teams for remote users, and an understanding of conference room AV technology.
• Experience working consistently within a call tracking system (e.g. Freshservice), assigning, updating and closing tickets in a reliable manner

Work Conditions

• The physical abilities needed to perform the duties of this position, in addition to the office climate:
• Office environment is general office setting.
• The candidate shall already be based in Jordan
• Willing to work additional or irregular hours as needed and allowed by local regulations.

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