Job Description
Key Responsibilities:User Support & Service Delivery
* 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:
o Windows and Microsoft server infrastructure
o Network infrastructure and VoIP systems
o Mobile device and telephony management
o ITIL framework and CMDB practices
* Experience in a global organization preferred
* Excellent communication and customer service mindset
* Fluent in English
* Willingness to travel frequently