Advanced technical support Troubleshoot and resolve complex hardware, software, operating-system, network, application and access-related problems that cannot be resolved at first-line support Ticket and incident ownership Take ownership of incidents from investigation through resolution, prioritise work appropriately, keep users informed and escalate issues when necessary. Escalation point Act as a senior technical escalation point for support staff and involve engineering, vendors or other specialist teams when required. Device and workplace IT support Support laptops/desktops, operating systems, peripherals, software deployment and hardware lifecycle activities. This includes device setup, management, troubleshooting and software/hardware lifecycle ownership. Create and maintain technical procedures, troubleshooting documentation and knowledge-base articles so recurring problems can be solved efficiently. Support and mentor junior technicians, share technical knowledge and help improve the overall capability of the support team IT projects and improvements Lead or contribute to small/medium IT projects, deployments, upgrades, system changes and process improvements alongside day-to-day support, utilization and knowledge of AI technology and tools Vendor/stakeholder coordination Work with external support providers, DC management and internal technical teams and business functions when resolving issues or introducing IT solutions. Embody our culture and values. High school diploma or equivalent Extensive experience supporting IT equipment or related technology. This role requires you to be on-site. Due to limited public transport options at the location, a valid driving licence is required. These requirements include, but are not limited to the following specialized security screenings: Technical College degree in Computer Science, Math, Telecommunications, or equivalent work experience Experience operating heavy-load movement equipment (pallet jacks, chassis lifts, etc.) Understanding, with certification preferred , in ITIL v4 Framework especially INC management and request fulfillment, asset management. Strong tendence to develop sustainable and scalable and efficient solutions with clear understanding of underlaying technologies or methodologies Identity management, structured group memberships and permission management, documentation frameworks and best practices Strong skills in MSFT automation tools, SharePoint design and implementation, Power BI creation Hardware support (printer Notebooks AVs) Perform and execute organization's safety programs and policies, and compliance knowledge. Flexibility to work non-business hours (shifts) that may include weekends and/or holidays. Valid license to drive standard street-legal automatic transmission vehicles within your DC's local jurisdiction.