IT Support Specialist

The IT Support Specialist provides frontline technical support for Ross Video's internal systems and infrastructure. This role is responsible for resolving technical issues, maintaining IT service continuity, and contributing to a positive user experience across the organization. The specialist works independently on assigned tasks and collaborates with peers and senior resources to troubleshoot issues and escalate complex problems as needed. This role requires moderate technical proficiency, strong communication skills, and a commitment to delivering timely and effective support. Who you report to: Manager, Information Technology - Support What the job is all about:

• Deliver responsive and effective technical support via phone, chat, email, and ticketing systems, ensuring timely resolution of user-reported issues and minimizing downtime
• Diagnose and troubleshoot hardware, software, and network problems, applying standard procedures and escalating unresolved issues to senior team members when necessary
• Maintain accurate records of support activities in the IT service management system, ensuring documentation is complete and up to date
• Assist with the setup, configuration, and deployment of IT equipment and software for new hires, relocations, and upgrades, contributing to smooth onboarding and transitions
• Monitor system performance and user feedback to identify recurring issues and recommend improvements to support
• Support compliance with IT policies and procedures, including security protocols, software licensing, and data protection standards
• Participate in internal audits and asset tracking activities to ensure accurate inventory and adherence to organizational standards
• Collaborate with cross-functional teams to support localized, on-site IT Operations and regional Initiatives
• Provide training and guidance to end users on basic IT tools and practices, promoting self-sufficiency and reducing support demand
• Maintain and contribute to the IT knowledge base, while promoting IT self-service and AI-powered support tools through knowledge content development, identification of automation opportunities, and incorporation of user feedback

• Post-secondary education in Information Technology with 2-4 years of experience
• Foundational to moderate technical knowledge in IT support, including familiarity with operating systems, hardware, networking, and enterprise software
• Effective communication and interpersonal skills, with the ability to explain technical concepts to non-technical users
• Experience using IT service management tools (e.g., Zendesk, ServiceNow, Quest KACE, etc) and maintaining accurate support documentation
• Ability to work independently on defined tasks and collaborate effectively within a team environment
• Commitment to continuous learning and self-development in a dynamic technical environment
• Familiarity with IT compliance standards and practices
• Excellent problem-solving, analytical, and communication skills
• Familiarity with the Microsoft Office environment
• Comfortable using AI tools to support productivity, problem-solving, and service delivery
• Experience with remote support tools and device lifecycle processes

Other:

• Requires a reliable internet connection and secure home office setup for remote work.
• Must be comfortable collaborating with global teams across time zones.
• Ability to communicate effectively in German and English, both verbally and in writing, is required

Ross provides competitive compensation, comprehensive benefits, and the flexibility you need to do your best work, including flexible hours, generous paid time off, and a wellness allowance. You'll also have the opportunity to share in our success through our employee share ownership program and grow your career with ongoing learning and development support. We value connection and collaboration, with plenty of events and opportunities to build relationships across the company. Most importantly, you'll be part of a team that's passionate about what we do and how we do it. Use of Artificial Intelligence in Hiring Ross uses a secure, closed AI system to support recruitment. Your information is protected and used only to help us efficiently identify qualified candidates. We encourage all applicants to apply, even if you do not meet every requirement - if you bring relevant skills, enthusiasm and a willingness to learn, we want to hear from you. Our Commitment to Fostering an Inclusive Environment We want you to bring your authentic self to work, regardless of race, color, religion, sexual orientation, gender, gender identity or expression, marital status, age, veteran status, physical or mental disability. Inclusivity drives innovation and creativity, and that's something we're passionate about! If you require accommodations throughout any stage of the recruitment, assessment, and selection process, please contact our Talent Acquisition team at recruitment@rossvideo.com, and we will make all reasonable efforts to accommodate your request. You must create an Indeed account before continuing to the company website to apply