Overview
Currently we are looking for an
IS Support Specialist 1 (Must be ITIL V4 Certified)
IS Support Specialist 1 is responsible for being the primary point of contact for all technical requests from the company's employees. The position is responsible for providing customer service and resolving or escalating a broad range of technical issues
Responsibilities
- Respond to work order requests to computer equipment, mobile devices, printers, scanners, desk phones, and audio/video equipment under direct oversight by other team members.
- Minimum experience in Azure AD, O365, Zoom, Teams
- Troubleshoot, resolve, or escalate work orders for hardware and software errors through various communication channels such as phone, email, direct messaging and in-person.
- Document detailed information regarding work order requests and their resolution
- Coordinate with external vendor systems regarding warranty registration, purchases, returns and repairs.
- Assist with maintaining inventory levels of all hardware equipment, software, and software licenses.
- Assist with implementing, monitoring, configuring, troubleshooting, and maintaining the corporate infrastructure and line of business applications under direct guidance.
Basic Qualifications
- Bachelor's degree with 5 years of experience in Technical Support Role.
- Must have Knowledge of various ITSM tools and ITIL Standards.
- Must be able to perform hardware break fix on laptops and MacBooks.
- Technical certification like Azure and ITIL Foundation V4.
- Demonstrated experience with process improvement.
- Must be open to provide 24x7 operational support if required in future.
- Demonstrated experience with solving complex issues.
- Required to complete vendor-specific certifications.
- Organizational, multi-tasking, and time management skills
- Must have Excellent Oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact.
- Critical thinking and problem-solving skills.
- Collaborative skills, applied successfully within team as well as with all levels of employees in other areas.
- Sound business and technology acumen
- Self-motivated with the ability to manage projects to completion independently.
- Knowledge of principles of systems administration including Dell Cisco and/or HP hardware.
- International customer service experience.
- Able to thrive in a fast paced, deadline driven environment.
- Attention to detail.
- Ability to handle sensitive information with discretion and tact.
- Ability to establish rapport and gain the trust of others; effective at gaining consensus.
- Up to 5% of travel time required.
NOTE : Must be open for Rotational Shift (UK & Europe time zone) when needed, shift allowance will be given. 
