
Global IT Support Specialist
3 days ago
About Edge
We're a pioneering HR platform ecosystem aiming to bridge the gap between exceptional talent and businesses. Our mission is to provide seamless access to a broader talent pool, accelerating hiring processes and fostering global collaboration.
Job Title: Global IT Support Specialist
Responsibilities:
- Provide technical support and troubleshooting for hardware, software, and network issues.
- Respond to IT tickets and requests in a timely manner, ensuring proper resolution and documentation.
- Perform system upgrades, installations, and configurations as needed.
- Collaborate with other IT team members to ensure seamless operations and user satisfaction.
Laptop Configuration:
- Configure laptops according to company standards and user requirements before assigning them to new associates.
- Install and customize operating systems, software applications, and security settings on laptops to meet user needs.
- Set up user profiles, preferences, and permissions to ensure a personalized computing experience for employees.
- Perform thorough quality assurance checks to ensure that laptops are functioning correctly and meet performance expectations.
Equipment Returns Management:
- Manage the returns process for IT equipment, including laptops, peripherals, and accessories.
- Coordinate the collection, inspection, and documentation of returned equipment, ensuring accuracy and completeness.
- Diagnose and troubleshoot issues with returned equipment to determine the appropriate course of action, such as repair, replacement, or disposal.
- Communicate effectively with vendors, suppliers, and internal stakeholders to facilitate the return and replacement of faulty or defective equipment.
Ticketing Software Management:
- Utilize ticketing software such as JIRA, Salesforce, or ServiceNow to log, track, and manage IT support requests and equipment returns.
- Ensure that tickets are updated regularly with relevant information, status updates, and resolutions.
- Collaborate with other team members to prioritize and escalate tickets as needed to meet service level agreements (SLAs).
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field preferred.
- Proven experience in providing technical support and troubleshooting in an IT environment.
- Experience in configuring laptops and installing software applications.
- Familiarity with ticketing software such as JIRA, Salesforce, or ServiceNow.
- Excellent communication and interpersonal skills, with the ability to communicate effectively with users at all levels.
- Strong organizational skills and attention to detail.
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