Technical Support Specialist

As a highly skilled IT professional, you will be responsible for delivering exceptional technical assistance to our colleagues across various offices and markets.

This role requires a proactive and resourceful individual who can diagnose and troubleshoot complex software and hardware-related incidents.

Key responsibilities include:

• Providing first- to third-level support for all IT systems and services.
• Logging and tracking incidents via the IT service management tool (Jira) and following the incident management process.
• Working on escalated incidents from the IT service desk and ensuring timely updates with meaningful troubleshooting steps performed.
• Resolving incidents within set service level agreements (SLAs).
• Supporting IT service requests and incidents to drive down the support queue (remote support).
• Providing technical support via the central IT support channel and ensuring that incidents are logged on behalf of end-users.
• Communicating priority 1/critical issues to IT leadership and key stakeholders for visibility and awareness.
• Performing daily checks on IT infrastructure and systems to ensure uptime for network performance, WiFi, Zoom rooms, business applications, and data centers.
• Supporting the call center by providing related technical assistance, including configuring and delivering required hardware devices.
• Troubleshooting system and network problems, diagnosing and solving hardware or software faults.
• Installing new hardware, software, and printers.
• Implementing and assisting in the rollout of new applications and operating systems.
• Preparing new laptops, installing and configuring computer hardware, operating systems, and applications as part of the new joiners' onboarding processes.
• Working with the HR team for leavers' offboarding processes, disabling account access, collecting hardware devices, revoking application licenses, and uninstalling software.
• Coordinating with the local supplier/procurement team for asset management/tagging and tracking.
• Providing assistance to colleagues with technology-related issues.
• Meeting room support for tele/video conference solutions to minimize disruption to productivity during meetings.
• Proactive monitoring to ensure that all meeting rooms are online and functional.
• Problem management to review recurring issues and highlight problems, providing workarounds, performing root cause analysis, and documenting known errors.
• Change management to assess/minimize the impact on production services, ensuring communication to users about any disruptions to services.
• Collaborating with the Information Security team to ensure IT security policies and best practices are up-to-date and enforced.
• Ensuring the continuous improvement of IT infrastructure projects, rolling out new applications, hardware, and security releases as instructed by the basecamp.
• Staying updated with the latest technology changes and industry practices.
• Participating in special projects and performing other duties assigned.

We are seeking an experienced, all-rounded IT support/infrastructure engineer with:

• A bachelor's degree in computing or a similar field.
• Well-experienced knowledge of IAM, MDM, Office 365, Google Apps, Slack, Zoom, Meraki WiFi, Apple Mac, Windows, VMWare, and public/private cloud technologies.
• IT certifications such as MCSE, CCNA, ITIL.
• At least 2-3 years of experience in IT support/infrastructure engineering.
• Ability to work on Saturday (shift rotation).
• Effective communication skills to communicate project information to superiors.
• Delivering engaging, informative, and well-organized presentations.
• Resolving and/or escalating issues in a timely fashion.
• Understanding how to communicate difficult/sensitive information tactfully.