IT Support Specialist

Job Summary

We are seeking a customer-focused IT Support Specialist to provide technical support for employees across a global organization. The role involves supporting modern workplace technologies, resolving IT incidents, managing user access, and ensuring an excellent end-user experience. The successful candidate will support users through phone, email, chat, and remote support channels while working in a rotational shift environment, including night shifts.

Your Impact & Responsibilities

End User Support

• Provide Level 1 and Level 2 IT support via phone, email, Teams, chat, and remote support tools.
• Serve as the primary point of contact for technical incidents and service requests.
• Handle global internal customer phone calls and deliver excellent customer service.
• Meet established SLA and KPI targets.

Endpoint & Workplace Technologies

• Support Windows, macOS, mobile devices, and endpoint management platforms.
• Manage and troubleshoot Microsoft 365, Intune, Outlook, Teams, OneDrive, and SharePoint.
• Configure workstations, software, peripherals, and mobile devices.

Identity & Access Management

• Manage user accounts, permissions, MFA, and access requests using Entra ID (Azure AD) and Active Directory.
• Support onboarding, employee transfers, and offboarding activities.

Incident & Service Management

• Log, track, troubleshoot, and resolve incidents using ITSM tools.
• Escalate complex issues while maintaining ownership and communication.
• Perform root cause analysis and contribute to service improvements.

Knowledge Management & Automation

• Create and maintain SOPs, knowledge base articles, and user guides.
• Promote self-service support and knowledge sharing.
• Identify opportunities for automation using Power Platform, AI, and modern workplace technologies.

Security & Compliance

• Follow IT security policies, compliance requirements, and audit procedures.
• Support endpoint security, software compliance, and asset governance.
• Maintain accurate documentation and records.

Shift Requirements

• Work in rotational shifts, including night shifts, weekends, and holidays as required.
• Support follow-the-sun operations across APAC, EMEA, and Americas.

Your Knowledge & Skills

Required

• 3-5 years of experience in IT Helpdesk, Service Desk, Desktop Support, or Technical Support.
• Strong knowledge of Windows 10/11, Microsoft 365, and endpoint troubleshooting.
• Experience with Active Directory, Entra ID (Azure AD), MFA, and access management.
• Understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Experience using ITSM platforms such as Jira, ServiceNow, or similar tools.
• Strong troubleshooting, analytical, and multitasking skills.
• Excellent verbal and written English communication skills.
• Customer-focused mindset with the ability to work independently in a fast-paced environment.

Preferred

• Experience with Microsoft Intune, Autopilot, and endpoint management solutions.
• Knowledge of Power Automate, Power Apps, Copilot, and AI-enabled support tools.
• Experience supporting macOS and Linux environments.
• ITIL certification or equivalent service management experience.
• Experience supporting global users in a multinational organisation.