Information Technology Support Specialist

Experience: 3 to 6 years

Principal Responsibilities

• Perform the On-Site IT services and support (walk-in and on-site support)

• Support the local IT infrastructure

• Collaborate and engage with different business teams on IT related matters

• Provide user training and onboarding

• Support meeting rooms and AV equipment

• Support end-user equipment as per client’s standards

• Assist and collaborate in IT project implementation as assigned by Lead or IT Operations manager

• Perform visits to remote/ dispatched sites when applicable

• Perform troubleshooting for all Laptop related queries which may also include Microsoft product suite related queries

• Browser troubleshooting

• Re-imaging laptops

• Maintaining inventory of equipment

• Recording all support incidents in Service-Now and work towards achieving the response and resolution KPIs

• Keep aging incidents under check

• Provide reports of open incidents and actions being taken to resolve those incidents.

Experience / Education

Standard : Minimum a Degree in IT/Computer Science or within relevant field and minimum of 3-6 years of IT support related experience is required.

• Fluent in oral and written English.

• Appropriate service management program (ITIL foundation certification preferred, but not a requirement, as this can be provided)

• Experience with ITSM tools like ServiceNow and ticket handling

• Experience with KCS is an asset

• Good technical knowledge in Microsoft, Window 10, 0365 environment, hardware; infrastructure and IOS devices

• If possible, experience with AV (audio/visio) equipment support (e.g. meeting rooms, videoconferencing, MS teams)

• Experience working in an international environment is an asset

• Previous experience working in a 24/7 organization & willingness to travel on regular basis

Knowledge of agile working method and maybe experience with KANBAN board methodology