Global IT End-User Support Specialist
Lucy Electric seeks a dedicated professional to deliver day‑to‑day on‑site operational IT support and remote assistance across all Lucy Companies. As the face of IT and the first point of physical contact at your location, you will join a collaborative team spanning nine countries, ensuring the seamless delivery of End‑User Computing (EUC) services that provide business value and enable users to leverage the tools and technologies available to them.
Job Purpose
The IT End‑User Support Specialist plays a vital role in delivering prompt, high‑quality support that drives user satisfaction and contributes meaningful value to the business.
Business Overview
Lucy Electric is an international leader in intelligent secondary power distribution products and solutions, specialising in high‑performance medium and low‑voltage switchgear for utility, industrial and commercial applications.
Job Context
* Deliver assigned IT End‑User Support activities and priorities, including incidents, service requests, changes, service improvements, and project‑related tasks within agreed service levels.
* Provide enhanced and expedited support to VIPs and critical business users, ensuring minimal disruption to operations.
* Collaborate with global team members to continuously improve all aspects of IT services and enhance the end‑user experience.
* Assist remote global IT teams with infrastructure hardware troubleshooting, network patching and liaising with business leaders.
* Coordinate with vendors for inspections and maintenance of all on‑site hardware and printers; perform user desk relocations as required.
* Partner with business users and leaders to drive automation and digital transformation opportunities.
* Manage deployment and handover of new or replacement hardware, ensuring users are equipped and informed on device usage and support channels.
* Maintain the complete lifecycle of all IT assets for your location, managing disposals, audits and validation checks.
* Stay informed on release cycles for key applications, ensuring compatibility within the existing IT environment.
* Package applications in Intune, create knowledge articles for users, and manage application licences in Asset Management systems.
* Troubleshoot and resolve hardware and software issues, including performance monitoring and upgrades.
* Proactively identify and lead initiatives for continuous IT improvement.
* Create, maintain, and share user‑facing and internal knowledge base articles and technical documentation.
Key Accountabilities
* Strong technical knowledge of Microsoft 365, Windows OS, and end‑user hardware.
* Experience with IT tools and platforms including Active Directory, Azure AD, Exchange, ServiceNow.
* Proven ability to troubleshoot a wide range of hardware and software issues across PCs, mobile devices, and other user technologies.
* Excellent written and verbal communication skills with a friendly, professional, and approachable manner.
* Strong customer service orientation with the ability to support users of varying technical proficiency.
* Self‑motivated, flexible, well‑organised, with the ability to manage multiple tasks in a dynamic environment.
* Collaborative team player with a proactive and positive attitude.
* Commitment to delivering a high‑quality end‑user experience and driving innovation.
Qualifications, Knowledge, and Experience
* Degree in an IT‑related subject.
* 3+ years’ experience in an IT End‑User Service or Desktop Services role.
* ITIL3/ITIL4 Certification, or equivalent experience in IT Service Management.
* Understanding of infrastructure technologies (e.g., Networking/SDWAN, SAN, VMware, DNS, AD).
* Experience with Microsoft 365 deployment and operations.
* Knowledge of Microsoft Azure Cloud ecosystems and services.
* Operational experience of ServiceNow or similar ITSM system with incident, change and request fulfilment.
* Strong verbal and written communication skills; excellent problem‑solving.
* BYOD/MDM deployment and support experience.
* Understanding of Information Security (InfoSec) and cyber security fundamentals.
Desirable
* Project management certification or experience of delivering projects.
* Strong understanding of cloud technology and their application in enterprise environments.
Seniority Level – Mid‑Senior
Employment type – Full‑time
Job function – Information Technology
Industries – Appliances, Electrical, and Electronics Manufacturing
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