IT Support Technician

The Opportunity
Reporting to the Chief of ServiceDesk, the IT Support Technician will play a crucial role in processing low to mid-complexity level incidents and service requests following established procedures. Working closely with the IT Support Engineer, the IT Support Technician will be responsible for gathering necessary information, providing initial support, and escalating issues when required. The role involves remote support for various Manufacturing countries and global support on call.
The Role
End User Support functions:

Assist in the primary analysis of incidents and requests received by the Global ServiceDesk.
Provide first-level technical support to end-users via phone, email, or in-person.
Assist in troubleshooting hardware and software issues and escalate problems to the IT Support Engineer when necessary.

Monitoring and maintenance:

Regularly monitor critical devices, servers, and network infrastructure.
Respond promptly to alerts, executing escalation procedures.

Communication and Collaboration:

Interact with the operations center team to provide real-time updates on IT issues.
Collaborate with local support teams to ensure consistent IT support across different locations.
Support global communication distribution.

Mobile Devices Support:

Provide technical support for mobile devices (e.g., iPhones).

IT Inventories

Assist in managing and maintaining the inventory of IT assets.

The Requirements

Education: Systems Engineering or similar experience. Knowledge of ticketing systems, IT certifications are a plus.
Experience: 1-3 years of overall experience. IT Helpdesk Support – 1 years.
The IT Support Technician may face the challenge of efficiently triaging incoming incidents to determine their severity and priority.
Dealing with difficult or frustrated customers can be a common challenge for the IT Support Technician.
Ability to analyze complex problems, propose effective solutions.
Properly identification of Major Incidents on time and classify and escalate properly to IT Support Engineer.
Communicate easily, effectively and in a timely fashion with internal customers, internal support teams and vendors;