IT Support Specialist

Requistion ID: 78013 

Scope

The Information Technology Support Specialist performs analytical, technical, and administrative work in the planning and installation of new and existing personal devices and workstations; diagnoses and resolves problems in response to customer reported incidents; confers with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; trains end users in the use of equipment and software; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization; prepares progress reports for all work performed; evaluates products for compatibility, expandability, and ease of use and support; recommends to management the support or nonsupport of evaluated products. Duties are performed at various levels within the defined title.

Key Responsibilities

• Provide advanced customer service and technical support to end-users for hardware and software
• Analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting from other IT support staff; escalate as necessary.
• Install, configure, and test installed hardware and software on new or existing devices, in accordance with standard procedures.
• Set up new equipment and devices; set up and maintain workstations; provide appropriate access to applications, systems, and data.
• Provide guidance and explain policies and procedures to IT support staff and end-users.
• Train customers on new devices and technologies
• Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution.
• Participate in the maintenance, implementation, troubleshooting, and end-user support for applications, mobile devices, and servers.
• Implement security policies and protocols.
• Review, update, and maintain documentation to ensure internal processes and procedures, workflows, and training manuals are current
• Review and evaluate new hardware and software products; recommend the implementation of new products
• Replace equipment that has reached the end of its warranty or lifecycle
• Create, track, and maintain reports and provide updates to management
• Assist in tracking and maintaining hardware and software inventory; interact with vendors
• May monitor infrastructure issues and resolve or escalate to higher levels of support
• May mentor, train, and direct the work of other staff members and/or student workers

• Maintains full compliance with all corporate network Standards and SOPs as well as all SOX and FDA Part 11 guidelines.
• Prioritize and Implement standard services
• Troubleshoots client login issues to determine and resolve the reported problem (Account, Connectivity, and Cisco VPN)
• Active Directory User Management (Creations, Terminations, Attribute Modifications, Group Memberships)
• Advanced knowledge of Microsoft M365 Products (Outlook, Office, Teams, SharePoint, Viva Engage, Planner, OneDrive)
• Provide support for other Southeast Asian Countries (i.e. Vietnam, Malaysia, Indonesia, etc)

Key required skills, knowledge, and capabilities:

• Excellent communication skills, especially with business and IS/IT technicians.
• Strong organizational and planning skills
• Competency in IT service management processes
• Competency in change management processes
• Comprehensive experience in project management / multi-project management
• Practical knowledge & experience of the requirements of an up-to-date IT
• Internationally and culturally aware
• Strategic focus with the ability to also operate tactically when needed
• Exceptional Analytical thinking with effective judgment and decision-making capabilities
• Patience with users and ability to remain calm
• Strong written and verbal communication skills
• Problem-solving and research skills that translate to the ability to find solutions for customer problems when a solution is not immediately apparent
• Interpersonal skills that function to create connections and positive experiences for customers
• Technological skills specific to the company’s products and trouble-shooting practices

Education:

• Associate degree or higher (Preferred)
• 3+ years Experience
• Or an equivalent combination of education and experience
• Microsoft Certification (Preferred)

Language skills

• English - Advanced (C1), any other language is an advantage