IT Support Specialist

IT Support Specialist IT Support Specialist: deliver global IT support while driving service improvement, reporting, automation, and operations. Position Overview We are looking for an IT Support Specialist to join the Corporate IT team, delivering IT services to a global organisation across multiple locations. In addition to core end-user support responsibilities, this role will contribute to service improvement, reporting, and automation initiatives, helping evolve IT operations beyond traditional support. This is a hands-on operational role with growth into service ownership and continuous improvement Key Responsibilities Provide local (Malta) and remote IT support to end-users Manage incidents and service request Take full ownership of tickets from logging through to resolution Ensure adherence to SLAs and high levels of user satisfaction Communicate clearly with users on issue status and resolution Install, configure, and maintain Windows and macOS devices Manage full device lifecycle (provisioning, replacement, decommissioning) Ensure devices are compliant with security policies and up to date Support workplace systems (video conferencing, printing, peripherals) Support Microsoft 365 services Assist in user lifecycle processes (joiners, movers, leavers) Use Entra ID, Intune, and Autopilot for identity and device management Ensure correct access provisioning and permissions Support patching, updates, and endpoint protection Maintain accurate and structured ticket records in Jira Contribute to service reporting (ticket volumes, SLAs, recurring issues) Assist in building or maintaining Jira dashboards and filters Identify trends and recurring problems and escalate for improvement Identify repetitive tasks suitable for automation Support basic automation initiatives (e.g., scripting, workflows, onboarding tasks) Suggest improvements to IT processes and service delivery Contribute to documentation and knowledge base improvements Manage and support IT projects (deployments, migrations, rollouts) Assist in implementing new tools and processes Requirements Diploma or Degree in IT, Computer Science, or a related field Minimum 2 year support experience in a office IT setup Experience in M365, Entra ID, Intune, Autopilot and ITSM tools (eg. Jira) Basic LAN and WAN awareness End-user computing (Windows/macOS) The above duties provide a generic description of the Employee’s day to day responsibilities but should in no way be deemed to be an exhaustive list. Additional related, duties may be assigned by the Line Manager in line with business exigencies and continuity. Why Work With Us? At Silverspin, we take bold but thoughtful approaches to what we build and how we work. We act with confidence and responsibility, focusing on smart decisions, meaningful impact, and long-term success. Joining us means being part of a team that values curiosity, ownership, and collaboration. We encourage people to challenge ideas, simplify complexity, and grow together - creating an environment where great work (and good energy) go hand in hand. We offer: Competitive salary and benefits Opportunities to learn, grow, and develop A creative, collaborative team environment Silverspin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Department Technology Locations Malta Remote status Hybrid Employment type Full-time