The Job: IT Support Specialist
We are seeking a skilled professional to provide top-notch technical assistance to our diverse team of 300 staff members.
This role involves:
* Troubleshooting hardware, software, and network issues
* Managing IT systems and ensuring smooth daily operations
* Deploying, maintaining, and supporting desktops, laptops, servers, mobile devices, printers, and applications
* Documenting and tracking issues using the current ticketing system
* Managing user accounts and permissions in Active Directory
* Maintaining IT documentation and standard operating procedures
* Traveling between sites to provide on-site support when required
* Assisting with system upgrades, installations, and integration projects
* Collaborating with third-party vendors
* E nsuring IT services comply with business processes and standards
* Coordinating with Central IT for access to central systems and resources
Key Responsibilities:
* Providing first-level IT support to end-users
* Resolving support tickets within 24-48 hours
* Maintaining uptime at 99.5% or higher
* Responding to support requests within 15-30 minutes
* Tracking and managing weekly/monthly support tickets to identify and address trends
* Keeping escalation rate below 10% by resolving most issues at the first level of support
Requirements:
* 3-5 years of experience in a similar IT Support role
* Experience supporting a SAP Environment
* Full driver's license and use of own vehicle
* Strong knowledge of Active Directory, Group Policy, and Microsoft 365 (Intune, Entra, and Azure platforms)
* Solid understanding of Windows and Server operating systems
* Proficiency with Office 365 applications
* Excellent troubleshooting and problem-solving skills
* Strong communication and customer service skills
* Ability to work both independently and collaboratively while managing multiple priorities