Job Overview
We are seeking an experienced On-Site IT Support Professional to provide technical support and services for our global operations.
This role involves providing comprehensive onsite technology support, installation, maintenance, troubleshooting, and repair of hardware and software systems.
Key Responsibilities
* Provide timely technical support for hardware, software, and network issues, performing routine maintenance, system updates, and installations of equipment like computers and peripherals.
* Troubleshoot and resolve technical issues, performing hardware repairs, system updates, and using diagnostic tools to address faults.
* Offer exceptional customer service by addressing technology concerns, training end-users, and providing effective solutions.
* Maintain accurate documentation of service requests, incident reports, and maintenance logs, and provide regular status updates to management.
* Ensure compliance with industry standards and security protocols to protect client data and IT infrastructure.
* Collaborate with on-site and remote teams, sharing knowledge, improving processes, and acting as a liaison for remote teams when needed.
Requirements
Proven experience in technical support or field services, with strong knowledge of hardware, software, networking, operating systems, and troubleshooting skills.
Excellent communication and customer service skills, with the ability to work independently, manage multiple tasks, and collaborate effectively across cultures and regions.
Familiarity with ITIL, Agile, and IT Service Management (ServiceNow ITSM), including Service Desk and Change Management processes.
Preferred certifications (CompTIA A+, Network+) and experience with Microsoft products (Teams, OneDrive, M365).
Education
Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.
Work Environment
Occasional evening or weekend work may be required. This position may also require 24/7 on-call shared with other team members.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.