IT Support

DESCRIPTION

About the Role

We are looking for a dedicated and service-oriented IT Support Technician to join our global IT team. In this role, you will act as the first line of technical support, ensuring smooth day-to-day operations across the company. You’ll work in a collaborative, fast-paced environment with the opportunity to grow your skills across a broad range of technologies.

Key Responsibilities

• Provide 1st and 2nd level support for hardware, software, and network-related issues across local and remote teams.
• Monitor and maintain IT systems and business applications to ensure stability, performance, and security.
• Execute IT onboarding and offboarding processes, including account setup, access provisioning, and equipment configuration.
• Support office infrastructure, including VLANs, Wi-Fi networks, and firewall configurations (Fortinet preferred).
• Respond to support tickets and requests within agreed service levels using internal help desk tools.
• Diagnose and troubleshoot incidents, perform root cause analysis, and implement preventive measures.
• Maintain and update system documentation, asset inventory, and user access records.
• Assist in managing IT-related projects and participate in improvement initiatives.
• Communicate clearly with technical and non-technical users, providing guidance and status updates.
• Participate in global on-call rotations, including coverage during weekends and holidays.

REQUIREMENTS

• English Proficiency: Excellent verbal and written communication skills – must.
• Experience: Minimum 3 years in an IT support role, preferably within a tech-driven company – must.
• Operating Systems: Solid troubleshooting skills for Windows, macOS, Android, and iOS.
• Networking: Understanding of fundamental network protocols (IP, ARP, DHCP, DNS, HTTP, SMTP).
• Cloud & SaaS: Hands-on experience with Microsoft 365, Intune, Azure, and Jamf Pro.
• Networking Hardware: Familiarity with managing office IT infrastructure (switches, access points, firewalls).
• Cybersecurity: Awareness of security best practices (e.g., MFA, threat prevention).
• Soft Skills: Strong problem-solving abilities, proactive mindset, and a passion for learning and collaboration.