IT User Support Specialist

Job summary:

The IT User Support role is responsible for providing technical support to end users, managing IT equipment, and ensuring their proper operation throughout their lifecycle. 
This position contributes to operational continuity by resolving incidents, handling requests, 
and collaborating with internal and external teams, while ensuring asset accuracy and 
adherence to IT processes.

Key responsabilities:
• Provides technical support to users (onsite, phone, email, remote), ensuring incidents 
and requests are resolved in a timely manner and in line with SLA.
• Prioritizes tickets and requests based on impact and urgency, ensuring timely 
handling of critical incidents and proper communication with users.
• Manages tickets from intake to closure (intake, resolution, communication), keeping 
status updated.
• Diagnoses and resolves hardware, software, and network issues (including WiFi 
connectivity and network access – TCP/IP, DHCP, DNS, VPN, network equipment), 
escalating complex cases and following through to resolution.
• Collaborates with internal and external teams (e.g., application support, security, 
procurement) by properly escalating requests and following through to resolution.
• Installs, configures, and maintains IT equipment and applications using standard 
configurations and security policies for Windows systems and Apple devices (macOS, 
iOS), including via Microsoft Intune.
• Configures accounts and equipment for new or existing users (creation, modification, 
and deactivation of access and resources).
• Provides basic user support and training on equipment usage and IT security best 
practices.
• Creates and maintains support documentation (procedures, guides, 
troubleshooting), keeping it up to date and easy to use.
• Performs routine maintenance for IT equipment, including software updates, 
patching, functional checks, and periodic physical cleaning (e.g., desktops, 
peripherals), in line with internal policies.
• Manages IT equipment and consumables in the asset management platform, 
ensuring data updates, user allocation, and traceability, including correlation with 
related tickets.
• Manages the IT equipment lifecycle: reception, allocation, transfer, recovery, and 
disposal.
• Performs periodic checks between system records and the physical state of 
equipment, identifies discrepancies, and ensures proper data updates or escalation, 
as appropriate.
• Monitors standard stock levels and signals replenishment needs.
• Ensures proper handover and recovery of equipment to/from users.
• Handles sending IT equipment to service and tracking their status until resolution.
• Continuously develops and maintains the technical knowledge required for the role, 
adapting to the technologies and processes used within the company.
• Performs other role-relevant tasks within the scope of professional competencies

Requirements:

• 2+ years of experience in IT support or a related field.
• Excellent communication and customer service skills.
• Experience with troubleshooting hardware, software, and network issues.
• Strong knowledge of Windows and macOS operating systems.
• Proficiency in Microsoft Office Suite and other common business applications.
• Familiarity with Microsoft Intune for mobile device management and endpoint
security.
• Ability to work independently and as part of a team in a fast-paced environment.
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician
(MCDST), or equivalent are a plus.
• Familiarity with ITIL framework and help desk ticketing systems (e.g., Jira) preferred

• Competitive Salary with performance-based bonuses.
• Paid Training to ensure you are well-versed in the company’s quality standards and procedures.
• Perks: Access to a variety of employee benefits, including gym membership and private health care.
• Career Development: Opportunities for growth within a leading international tech company.

• Free daily meals.
• Gym benefit after 6 months.
• Private health care insurance.
• “Refer a Friend” Bonus.
• Career Development: Growth opportunities within an international tech company.