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