Information Technology Support Specialist

Responsibilities

Provide first-line technical support to employees via ticketing system.Diagnose and resolve typical hardware, software, and network-related issues.Provide remote support across various locations and time zones, using standard remote support tools and clear communication to resolve issues.Escalate complex technical issues to second- or third-level support when required.Support different applications and productivity tools, especially Microsoft 365 applications, including Outlook, Teams, SharePoint and OneDrive.Assist with user account management, password resets, and access provisioning.Assist in onboarding and offboarding activities, including hardware preparation and user account setup.Monitor and report recurring technical problems and suggest preventive measures.Log, track, and prioritize incidents and service requests in the ticket management system.Maintain accurate documentation of incidents, troubleshooting steps, and solutions.

Requirements

Previous experience in an IT Support, Help Desk, or Service Desk role is required.Experience in an international work environment is an advantage.Good knowledge of Windows operating systems, Microsoft 365 applications, and basic networking concepts.Relevant certifications such as Microsoft M365 Fundamentals (MS900) or Microsoft M365 Endpoint Administrator Associate (MD-102) are an advantage.Strong troubleshooting and problem-solving skills with a customer-focused mindset. An ITIL certification (e.g. ITIL foundation) could be an advantage.Excellent communication skills in English, both written and verbal.Ability to prioritize tasks, manage multiple requests, and work effectively in a fast-paced environment.Familiarity with ticketing systems and IT service management processes.Basic understanding of user account administration, access management, and endpoint devices.Team-oriented, proactive, and eager to learn new technologies and tools.Reliable handling of confidential information, security-conscious behavior, and awareness of common IT security risks such as phishing, credential misuse, and unauthorized access.