We are seeking a detail-oriented and proactive IT Support Engineer/Technical Support Specialist with a background in IT support to oversee and support the day-to-day IT operations of our organization. This role is ideal for someone with strong technical know-how, excellent problem-solving abilities, and a passion for delivering reliable IT solutions in a dynamic, international environment.
The successful candidate will provide L1/L2 line support and as an escalation point within the Development and Service Desk team, providing advanced technical support, and ensuring smooth IT operations across the organization. The role requires deep technical knowledge in Microsoft 365, Azure AD, and Intune, Virtualization, SharePoint Admin alongside strong problem-solving and communication skills.
The successful candidate will ensure the efficient functioning of applications, systems, and provide first/second line support to end-users. This role acts as the bridge between users, IT staff, and external vendors to maintain, upgrade, and manage software, and networks.
Key Responsibilities
- Support end users and act as the first point of contact for IT queries
- Provide technical support to users for hardware, software, and network issues.
- Utilize remote support tools and IT resources to resolve incidents and fulfil service requests; document solutions and contribute to knowledge base articles.
- Maintain and monitor IT systems, networks, and infrastructure to ensure optimal performance.
- Liaise with vendors and service providers to resolve technical issues.
- Maintain documentation for IT policies, procedures, and system configurations.
- Taking ownership of escalated service desk tickets and driving issues to resolution.
- Diagnose and resolve complex hardware and software issues for a diverse employee base.
- Train business users on IT systems, tools, and security protocols as needed.
- Work independently with minimal supervision, managing priorities and tasks effectively while maintaining clear and timely communication with global teams.
- Execute project tasks using available resources, including operational IT tasks for applications owned by other IT teams.
- Demonstrate and drive a customer-focused approach in all communications with internal customers.
Requirements
Education & Experience:
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- 4+ years of experience in IT support, or a similar role.
- Proven knowledge of service desk ticketing, SLAs, and ITIL processes.
- Strong knowledge of Microsoft 365, Azure, Intune, Windows Server, PowerShell
- Strong experience with Jira & Confluence for ticketing and documentation.
- Proficiency in MS Office systems.
- Familiarity with SaaS (Software as a Service) concepts.
- Excellent troubleshooting, communication, and time-management skills
- Infrastructure management experience
- Experience with Windows, networking protocols, and cloud services (e.g., Microsoft 365, Azure Microsoft).
- Experience in both cloud and hosted infrastructure
- Excellent written and verbal communication skills, necessary for effective cross-functional support.
- Proven experience providing remote support.
Technical Skills:
- Knowledge of IT systems, hardware, software, and network troubleshooting.
- Familiarity with Active Directory, Office 365, VPNs, and remote support tools.
- Understanding of cybersecurity principles and data privacy regulations (e.g., GDPR).
Soft Skills:
- Strong organizational and multitasking skills.
- Problem-solving mindset with attention to detail.
- Excellent communication and interpersonal abilities.
- Be self-motivated and able to work alone as well as part of a team.
- Ability to work independently and in a team-oriented environment.
- Strong analytical and organizational skills with excellent attention to detail.
- Effective time management skills with an ability to manage priorities is a must.
- Willingness and accountability to learn, develop and evolve within a global IT department.
Desirable Qualifications:
- Relevant certifications (e.g., CompTIA A+, Network+, ITIL, Microsoft Certified, Azure).
- Experience with help desk or ticketing systems (e.g., Jira, Service Now).