IT Systems & Support Specialist

• Serve as the first-line IT contact, providing exceptional customer service to end-users.
• Manage, prioritize, and resolve IT requests, incidents, and problems using IT service management tools.
• Assist with monitoring and maintaining on-premises and cloud-based applications, ensuring high availability, performance, and data integrity.
• Perform regular system audits, backups, and updates to ensure the stability and security of the IT infrastructure.
• Collaborate with cross-functional teams to implement new technologies, upgrades, and system enhancements- under the guidance of IT Manager.
• Provide technical guidance and training to end users, promoting best practices.
• Install, upgrade, and replace hardware for laptops, desktops, and mobile end-user devices.
• Maintain accurate inventory of IT assets, hardware, and software licenses.
• Identify opportunities for process improvements and recommend solutions to optimize IT service delivery.
• Implement IT standards and procedures set by Corporate IT and local leadership.
• Develop and maintain automation solutions using scripting and modern IT tools to improve operational efficiency, reduce manual effort, and enhance system reliability.
• Partner with Corporate IT to support infrastructure and solutions deployed globally.
• Support cybersecurity initiatives, including endpoint protection, vulnerability remediation, security awareness programs, and compliance with corporate security standards.
• Assist with user access management, password security, multifactor authentication, and identity management processes.
• Monitor and escalate potential security incidents according to established procedures.
• Support Microsoft 365 applications, including Outlook, Teams, SharePoint, OneDrive, and related collaboration tools.
• Create and maintain technical documentation, procedures, knowledge-base articles, and system configurations to support operational continuity and user self-service.

The IT Systems & Support Specialist serves as the primary point of contact for IT support while helping maintain the organization’s technology infrastructure, cybersecurity, business applications, and end-user computing environment. This role supports both local operations and corporate IT initiatives by providing exceptional customer service, troubleshooting technical issues, and contributing to continuous improvement of IT systems, processes, and security practices. The ideal candidate is a hands-on problem solver with strong technical aptitude, excellent communication skills, and a passion for delivering reliable technology solutions., * 2-5 years of experience supporting enterprise IT systems, end-user computing, network services, and business applications in a corporate environment.

• Relevant certifications such as ITIL Foundation, CompTIA A+, or current Microsoft certifications (e.g., Modern Desktop Administrator Associate, Azure Administrator Associate), or equivalent industry certifications.
• Familiarity with IT service management (ITSM) principles, processes, and tools.
• Strong knowledge of on-premises and cloud-based applications, network infrastructure, and end-user computing.
• Proficiency in troubleshooting hardware, software, and network issues.
• Experience supporting printers, mobile devices, and conferencing technologies.
• Working knowledge of server, virtualization, backup, and disaster recovery concepts.
• Can work independently, manage priorities, and meet deadlines in a dynamic environment.
• Excellent problem-solving and analytical skills to identify and resolve technical issues effectively.
• Exceptional communication and people skills to interact with end users and stakeholders at all levels.
• Excellent written, oral, and interpersonal communication skills.
• Ability to see patterns in issues and develop long-term solutions.