IT Support Specialist

A global manufacturing and logistics leader is seeking a proactive IT Support Specialist to drive end-user experience and oversee site infrastructure across regional locations. In this position, you will own on-site technical support, collaborate with a worldwide IT operations network, and ensure high-performing technology delivery for business operations.

Responsibilities

Deliver dedicated hands-and-feet technical support for the local site and provide remote assistance to nearby locations, with occasional regional travel.

Manage end-user operations, including device deployments, hardware troubleshooting, system upgrades, and new hire/termination setup workflows.

Maintain and support network components, including LAN switches, wireless access points, telecom setups, and audio/video conferencing equipment.

Collaborate closely with global IT shared services to document incident resolutions, improve process workflows, and shift support knowledge left.

Function as an internal technical advisor, training non-IT staff on tools, software adoption, and best security practices.

Execute system administrative tasks covering Microsoft 365, local data backups, network printers, and mobile device management across iOS and Android platforms.

Participate in scheduled out-of-hours infrastructure maintenance and change management procedures., Reporting to the Manager, IT Service Delivery, USA, the role is responsible for providing Infrastructure support for locations. This includes, but is not limited to, Windows, Apple Mac, WAN, LAN, telecom, IT Service Desk Support, and network infrastructure (switches, routers, wireless AP, etc.). He/she will work closely with the regional infrastructure team to implement infrastructure enhancements and project implementation in the region. He/She will actively participate and enforce global standards.

Owns the end-user experience on sites under his/her responsibility; the IT Service Support team manages the resolution of all IT-related incidents, problems, changes, and requests within the scope of activity. Maintains a strong relationship with the Service Desk, ensures that all known incidents and request resolutions are documented, and that these documents are continuously up to date (shift-left). Continuously improves the end-user experience and service area and suggests changes. Constructively challenges the status quo in service, technology, and end-user experience areas., * Provide hands and feet support for the local site. Provide remote support for other locations with an occasional requirement to travel

• Require some out-of-hours support and infrastructure maintenance activities
• Mobile Device Support - Android, Apple
• Desktop/Laptop support - Hardware & Software installs and deployment, troubleshooting, and hardware replacement
• New Hires & Terminations - Moves, Adds & Changes
• Office 365 Email Support - Installs, Troubleshooting
• Printers - Network & Local installs, support & hardware troubleshooting
• Manage local backups
• Audio / Video Support such as projectors etc.
• Telecom Support
• Local Area Network and wireless infrastructure Support Function as an “internal consultant” in areas of end-user technology expertise Resolve technical and network communications issues Assist and train users; work with users to ensure full adoption of IT-supported tools and processes Recommendation of appropriate purchases to the Infrastructure Lead
• Create documentation (around processes, SOX compliance, support steps, and training)
• Communication with end users and with IT peers and 3 rd level resolution groups
• Escalation, communication with line management, and proper escalation of all relevant information
• Respect and improve policies, work instructions, and suggest solutions if nothing is applicable

Must-Haves

7+ years of hands-on experience in IT helpdesk, desktop support, and local network troubleshooting.

Strong proficiency with Microsoft 365 administration, Windows OS, and basic Windows Server environments.

Solid background in end-user hardware provisioning, deployment, and problem resolution.

Exceptional verbal and communication skills with a proven track record of explaining complex technical topics to non-technical users.

High self-motivation, strong analytical skills, and the adaptability to thrive in a fast-paced environment.

Bachelor’s degree in IT, equivalent practical experience, or active industry certifications.

Nice-to-Haves

Practical knowledge of ITSM frameworks, particularly ServiceNow.

Experience with Active Directory management and Cisco or general network switch administration.

Familiarity with enterprise voice platforms like Teams Telephony, Mitel, Cisco, or Avaya PBX systems.

Basic understanding of cloud infrastructure, VDI, or VMware virtualized application delivery.

Background working within global corporate structures or shared service delivery models.

Skills

Technical Support: Windows OS, Mac OS, Microsoft 365, Hardware Diagnostics, Peripheral Support

Networking & Telecom: LAN/WAN Troubleshooting, Switch Management, Wireless APs, VoIP / PBX Systems

Operations & Frameworks: IT Service Management (ITSM), Active Directory, ServiceNow, Change Management

Professional Attributes: Technical Communication, Problem Solving, User Training, Cross-Functional Collaboration, * Education: Degree or equivalent, or relevant current IT Certifications

• Years of Related Experience (Min.): 7+ years of IT Helpdesk Support, and practical experience on desktop/network support work experience required
• Language: fluent English is essential
• Windows desktop and server experience required
• Productivity Tool experience - Microsoft O365 product suites
• Strong written and verbal communication skills
• Team-oriented, good service attitude
• Ability to explain complex technical information clearly to non-IT users
• Analytical and problem-solving skills, including the ability to present solutions/alternatives and influence the outcome of decisions
• Manage change effectively (Change Management)
• Self-starter with demonstrated initiative and hands-on
• Strong drive with the ability to make things happen. Comfortable in a dynamic environment.

PREFERRED SKILLS & EXPERIENCE:

• ITSM framework, Service Now
• Active Directory and networking experience preferred
• Router and Cisco, other common switch management
• Microsoft products’ knowledge experience preferred
• Understand Cloud Technology and Application Delivery (VDI, VMware, other solutions)
• Teams Telephony Service, and PBX - Mitel, Cisco, or Avaya
• Experience working in global organizations, changing management
• Cooperation with a Global IT Shared Services Team, Global IT Service Desk, 7+ years MS end user support with Windows 11, Teams, O365

Basic Networking Support

Team Lead experience leading 1-2 people (no direct report exp needed)