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We are seeking a dedicated and skilled full-time IT Support Specialist to advance their career within a vibrant and global business environment. Your primary responsibility will be to address IT challenges of varying degrees of complexity across multiple IT platforms for both onsite personnel and remote staff, both domestically and internationally. You will collaborate closely with a worldwide IT team and report directly to the Regional Service Desk Manager.
Although your main focus will be on providing first-line IT assistance, you may also engage in various IT projects, which may include the physical installation and configuration of different hardware types such as PCs, Macs, routers, and switches. You will be expected to take ownership of your tasks, ensuring thorough logging and management of your work, as well as monitoring business systems and troubleshooting issues. The operational hours are from 08:00 to 17:00, Monday to Friday, and you should be prepared to conduct site visits as necessary.
This position will primarily be office-based.
Key Responsibilities Include:
- Delivering first-line IT support for incidents and service requests, either in person or through remote assistance tools.
- Taking initiative to ensure all incidents or service requests are resolved or closed within the established SLAs.
- Documenting, tracking, and managing the lifecycle of incidents or requests within the ITSM system in accordance with ITIL best practices.
- Addressing root causes rather than just symptoms to prevent future issues.
- Exploring and implementing strategies to minimize calls to the Service Desk.
- Managing end-user accounts, permissions, and access rights while adhering to InfoSec, Compliance, SOX, and GDPR standards.
- Providing first-line support for Microsoft 365.
- Managing on-premises and Azure AD user and group objects.
- Supporting business systems and third-party applications.
- Contributing to the knowledge base and creating support documentation.
- Collaborating effectively within a team and with vendors as needed.
- Setting up and configuring new hardware to align with business needs.
- Monitoring and maintaining network equipment, servers, VOIP systems, and AV technologies.
- Staying updated on technology and new IT support methodologies.
- Keeping the Service Desk Manager and peers informed of trends, significant issues, and unexpected delays.
- Recognizing when to escalate IT issues to second-line support or other IT teams.
- Following the ITIL Framework in managing the incident lifecycle.
- Performing maintenance on AV technologies used in meeting rooms and providing support during meetings as required.
- Achieving results aligned with individual and team KPIs.
Minimum Qualifications:
- At least 2 years of relevant work experience.
- Proficiency in the English language.
- Technical vocational training or an equivalent combination of education and experience.
- Strong written and verbal communication skills.
- Excellent problem-solving abilities.
- Self-motivated and capable of working effectively in a team environment.
- Strong multitasking capabilities.
- Proven customer service skills with a diverse clientele.
- Demonstrated ability to quickly learn new systems and technologies.
- Ability to analyze, comprehend, and effectively communicate complex technical information.
- Familiarity with SOX, GDPR, PCI DSS, ISO 27001 regulations and standards.
- Knowledge of ITIL's ITSM framework.
- Understanding of Microsoft 365, on-premises & Azure AD, network technologies, and VOIP systems.
- Proficient in Windows 7/10, Mac OS, MS Office productivity suite, and general desktop support.
- Familiarity with mobile operating systems (Android/iOS) and Mobile Deployment Management.
- Ability to perform effectively and professionally under pressure.
- Must be authorized to work in the region.
Preferred Qualifications and Experience:
- CompTIA A+, Network+ certifications.
- CCNA certification.
- ITIL V4 Foundation Certification.
- Microsoft Azure or any Microsoft 365 Certification.
- Knowledge and experience with SCCM/InTune.
- Experience in network troubleshooting, routers, switches, WAPs, DHCP, DNS, TCP/IP, Firewalls, WAN, and LAN.
- Familiarity with Mac OS and enterprise-level support for Mac devices using JAMF.
Physical Requirements:
- Ability to sit, stand, walk, climb, lift up to 50+ pounds, pull, push, carry, grasp, reach, bend, crawl, and maintain visual acuity.
- Effective communication skills, including speaking and listening.
- May require driving a vehicle.
