IT Support Specialist
hace 2 meses
We are seeking a dedicated and skilled full-time IT Support Specialist to advance their career within a vibrant and global organization. In this position, you will address a variety of IT challenges across multiple systems for both onsite personnel and remote staff worldwide. You will collaborate closely with a global IT team and report directly to the Regional Service Desk Manager.
Your primary focus will be on delivering first-line IT assistance, while also engaging in various IT projects, which may include the physical installation and configuration of hardware such as PCs, Macs, routers, and switches. You will be responsible for logging and managing your tasks, as well as monitoring business systems and resolving issues. The operational hours are from 08:00 to 17:00, Monday to Friday, and site visits may be required.
This position is primarily office-based.
Key Responsibilities Include:
Delivering first-line IT support for incidents and service requests, both in person and through remote assistance tools. Taking ownership and a proactive stance to ensure all incidents or service requests are resolved or closed within the agreed SLAs. Documenting, tracking, and managing the lifecycle of incidents or requests within the ITSM system, adhering to ITIL best practices. Addressing root causes rather than just symptoms, and implementing measures to prevent recurring issues. Exploring and implementing strategies to reduce the volume of calls to the Service Desk. Managing user accounts, permissions, and access rights across various technology platforms while ensuring compliance with InfoSec, Compliance, SOX, and GDPR requirements. 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 necessary. Setting up and configuring new hardware to meet business needs. Monitoring and maintaining network equipment, servers, VOIP telephony systems, and AV technologies. Staying informed about technology advancements and new IT support methodologies. Keeping the Service Desk Manager and peers updated on trends, significant issues, and unexpected delays. Recognizing when to escalate IT issues to second-line support or other IT departments. Following the ITIL Framework for managing incident lifecycles. Performing maintenance on AV technologies used in meeting rooms and providing support during meetings as needed. Achieving results based on individual and team KPIs.Minimum Qualifications:
At least 2 years of relevant work experience. Proficiency in English. Technical vocational training or a comparable combination of training 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. Understanding of ITIL's ITSM framework. Knowledge 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 relevant 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. Knowledge of 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 possess visual acuity. Strong communication skills, including speaking and listening. May require driving a vehicle.-
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