Act as 2nd/3rd line onsite support for end-users, assisting the Global Service Desk
Track and resolve tickets (incidents, requests, and tasks)
Maintain and improve IT knowledge base and documentation
Deliver high-quality support with a customer-first mindset
Infrastructure & Compliance
Maintain and update infrastructure documentation and CMDB data
Provide local support for networking, telephony, and server infrastructure
Ensure compliance with ITIL practices, technical standards, and security policies
Manage local vendors (e.g. ISPs and mobile carriers)
Perform out-of-hours support as agreed
Projects & Coordination
Act as a technical specialist in local/global IT projects (e.g., office moves, M&A)
Review local IT-related invoices and manage procurement of peripherals
Represent IT in governance meetings
Mobile & Telephony
Manage VoIP, mobile devices, and carrier contracts
Handle device procurement and contract renewals with manager approval
Requirements:
Degree or diploma in Computer Science, Electronic Engineering, or equivalent experience
5+ years in IT support or similar technical roles
Strong knowledge of:
Windows and Microsoft server infrastructure
Network infrastructure and VoIP systems
Mobile device and telephony management
ITIL framework and CMDB practices
Experience in a global organization preferred
Excellent communication and customer service mindset
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