Information Technology Support Specialist

Responsibilities:

• Provide first-line technical support to employees via ticketing system.
• Diagnose and resolve typical hardware, software, and network-related issues.
• Provide remote support across various locations and time zones, using standard remote support tools and clear communication to resolve issues.
• Escalate complex technical issues to second- or third-level support when required.
• Support different applications and productivity tools, especially Microsoft 365 applications, including Outlook, Teams, SharePoint and OneDrive.
• Assist with user account management, password resets, and access provisioning.
• Assist in onboarding and offboarding activities, including hardware preparation and user account setup.
• Monitor and report recurring technical problems and suggest preventive measures.
• Log, track, and prioritize incidents and service requests in the ticket management system.
• Maintain accurate documentation of incidents, troubleshooting steps, and solutions.

Requirements:

• Previous experience in an IT Support, Help Desk, or Service Desk role is required.
• Experience in an international work environment is an advantage.
• Good knowledge of Windows operating systems, Microsoft 365 applications, and basic networking concepts.
• Relevant certifications such as Microsoft M365 Fundamentals (MS900) or Microsoft M365 Endpoint Administrator Associate (MD-102) are an advantage.
• Strong troubleshooting and problem-solving skills with a customer-focused mindset. An ITIL certification (e.g. ITIL foundation) could be an advantage.
• Excellent communication skills in English, both written and verbal.
• Ability to prioritize tasks, manage multiple requests, and work effectively in a fast-paced environment.
• Familiarity with ticketing systems and IT service management processes.
• Basic understanding of user account administration, access management, and endpoint devices.
• Team-oriented, proactive, and eager to learn new technologies and tools.
• Reliable handling of confidential information, security-conscious behavior, and awareness of common IT security risks such as phishing, credential misuse, and unauthorized access.