IT Support Specialist – End User & Infrastructure

About the role

The IT Support Specialist provides hands‑on assistance to end users across regional, market and global IT teams. The role covers desktop, laptop, peripheral and local application support while ensuring security, compliance and user satisfaction.

Key responsibilities

• Deliver 1st and 2nd level support for desktops, laptops, printers, projectors and smart boards.
• Monitor, manage and resolve tickets in the ITSM tool within defined SLAs.
• Assist in planning, testing, deploying and upgrading local hardware, servers, networking devices and software.
• Administer purchase orders, invoices and support office budget tracking.
• Maintain ISO, ISAE and regulatory compliance, reporting on security and risk.
• Provide user training, guidance and documentation on IT assets and TMF applications.
• Perform user administration in O365 and Exchange, manage asset inventory and configuration documentation.
• Support global and local IT projects under the Workplace IT Manager’s direction.

Required profile

• Strong customer‑service orientation with the ability to communicate technical concepts clearly.
• Attention to detail and proactive approach to risk and security management.
• Ability to work independently and collaborate with regional IT teams.
• Experience handling ticketing systems and adhering to service level agreements.

Required skills

• PC imaging and desktop/laptop hardware support.
• Microsoft 365 (O365) and Exchange user administration.
• Windows operating system deployment, policy and profile management.
• ITSM ticketing tool usage.
• Networking device configuration and basic server administration.
• Backup management and ISP coordination.
• Asset management and documentation.