Responsibilities
* 1st and 2nd level User Helpdesk Support of internal customers via ticketing system (Service Now), email and phone
* Managing IT hardware, equipment and software requirements
* Managing user accounts and access policies
* Prepare, document, plan, organize, execute and validate IT changes
* Contribute to companywide IT infrastructure and security projects in close cooperation with the CCM EU & US IT
* Analyze possibilities to automate activities, propose solutions and implement
* Provide hands on technical support for random IT questions and on-site hardware support.
* Develop and deliver training materials and sessions to help employees maximize their productivity.
* Maintain detailed documentation configurations, policies, and procedures.
The above list is not exhaustive and your duties may vary from time to time to suit company needs.
Qualifications
* Fluent in English language (verbal and written).
* 3+ years working in 1st and 2nd level IT support tasked with infrastructure, business applications and user support in an international environment
* Knowledge of IT network management, hardware management (computers, smart phones, printers, etc.), security management, AD, Entra ID, Office365 end user support
* Ideally knowledge of Windows Server, VMWare and backup strategies
* You are a team player, autonomous and a problem solver
* You are flexible, proactive and you have a hands-on approach
* Excellent troubleshooting and problem-solving skills.
* Effective communication and collaboration skills.
* Customer focused and willing to extend service with proactive and flexible support.
* Ability to work independently and prioritize tasks effectively.
* Familiarity with ITIL or other IT service management frameworks is advantageous.
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