Job Description
* Provide first and second line support for all European offices and retail sites for 260+ employees.
* Being the first point of contact for hardware and software related issues. (Diagnosing, troubleshooting, and resolution)
* Monitoring the queue in Zendesk to ensure all issues are picked up and responded to within a timely manner. (Log, categorize, and prioritize incidents and service requests)
* Provide high-quality customer service, ensuring clear and professional communication with users at all levels.
* Managing user account Creation, Modification and Deactivation
* Setting up and provisioning Windows laptops, MacBooks and iPhones.
* Meeting Room AV Support.
* Printer management across all Europe offices.
* Maintain IT asset register and asset disposal.
* Documenting processes in the knowledge base
* Ability to document concise troubleshooting steps carried out.
* Provide troubleshooting and resolution for hardware, software and network issues.
* Troubleshoot basic network issues, including Wi-Fi, VPN, and connectivity problems.
* Purchasing of equipment through VAR and Amazon.
* Work closely with IT Service Operations Lead and infrastructure teams to escalate and resolve major incidents.
* Analyse support trends to identify recurring issues and recommend long-term solution.
* Participation in global change management meetings.
* Support IT infrastructure projects relating to Europe.
* Ensure compliance with IT security policies, including user access management and device security best practices.
* Ability to offer ad-hoc on-site support for regional European offices.
Skills & Experience
* Experience in an IT support role (1st and/or 2nd line).
* Ability to work as part of a team or independently in a fast-paced environment.
* Strong understanding of Windows and MacOS environments.
* Experience with IT service management tools (e.g., Zendesk and Jira).
* Familiarity with Microsoft 365 and Exchange Admin Centre and Active Directory & Azure Active Directory.
* Understanding of Device Management Applications such as Kandji and Intune
* Understanding with the Adobe Admin Console.
* Experience with printer management solutions like Papercut.
* Familiarity with VPN solutions such as Cisco Any Connect.
* Familiarity with HIK Vision Cameras and HIK Connect.
* Experience in supporting AV Systems such as Polycom, Clickshare and Evoko.
* Experience using Paxton Net2 Access Control.
* Experience with using remote support tools.
* Basic networking knowledge. (DNS, DHCP, VPN, Wi-Fi troubleshooting)
* Strong problem-solving skills and ability to work under pressure.
* Excellent communication skills and customer service orientation.
* Understanding of ITIL Frameworks. (Best practices for incident management, problem management, service request fulfilment, and change management)
Qualifications and Achievements
We are looking forward in hearing from candidates with below skill set:
* Creative and analytical mindset in finding improvements on existing set ups or processes.
* A keen eye for detail and dedication to delivering high quality results.
* Assist with continual improvement of IT process and procedures.
* Flexibility and adaptability in response to changing priorities based on business needs.
* Ability to work under pressure and must demonstrate a pro-active attitude to problem solving.
* Strong interpersonal skills to manage expectations and relationships with the business.
* Excellent communication skills with the ability to convey technical issues to all levels.
* ITIL Foundation certifications is desirable
* Microsoft or CompTIA Foundation certifications desirable