IT Support Specialist
Collects incidents and service requests through the defined support channels, in line with the incident management process.
Classifies tickets by nature, impact and urgency, contributing to the assignment of the appropriate priority.
Resolves first-level support requests directly, including password unlocks, basic troubleshooting and user guidance for self-resolution where appropriate.
Assigns tickets requiring specialist analysis or resolution to internal or external secondand third-level support teams, ensuring effective follow-up until closure.
Activates the appropriate escalation levels when circumstances require management attention or faster resolution.
Prepares, configures and deploys fixed and mobile workplaces according to assigned schedules, including telephony and collaboration devices.
Installs and configures hardware and software components in line with IT standards and guidelines.
Manages the end-to-end lifecycle of workplace, mobile and hardware assets, including assignment, replacement, return, tracking, inventory update and disposal coordination, in line with defined company standards.
Monitors hardware and device stock levels, identifies reorder needs and supports procurement requests to ensure timely availability of standard equipment for users and workplace services.
Ensures that workplace and mobile device configurations comply with approved IT standards, security requirements and corporate guidelines before assignment or replacement.
Ensures correct user-account management through authorization, activation, modification and deletion processes.
Operates on corporate Active Directory and related systems with the privileges required for the assigned interventions.
Provides technical and functional support on workplaces, Microsoft 365 tools, videoconference systems and related end-user technologies, ensuring compliance with IT guidelines.
Supports the handling of security incidents by collecting initial information, applying assigned containment actions, coordinating with Information Security and keeping related tickets properly documented.
REQUIREMENTS
Degree in IT and 5 years and above experienced in manufacturing environment
Strong customer orientation and service mindset
Effective relationship management and clear communication with end users and IT stakeholders.
Solid troubleshooting and problem-solving capabilities
Functional and technical experience with workplaces, Microsoft 365, PCs and laptops, mobile devices, videoconferencing systems, basic system administration, hardware lifecycle management, security best practices and ticketing tools such as ServiceNow
Knowledge of ITIL processes and their practical application within corporate IT procedures