IT Service Technician Full Time

We are seeking a customer-focused IT Support Technician to act as the primary point of contact for technical support across regional operations. This role combines technical expertise with strong service delivery, providing both onsite and remote assistance to ensure a smooth technology experience for end users.

As a key member of the regional IT function, you will manage the full ticket lifecycle, collaborate with global IT teams, and build strong relationships with users through professional and empathetic support. This position offers the opportunity to develop expertise in enterprise IT operations and grow toward leadership responsibilities within service delivery.

Key Responsibilities

Service Desk Ownership

• Act as the first point of contact for all technical support requests across multiple sites, managing the helpdesk queue with timely resolution and clear communication
• Provide both onsite and remote support, ensuring a professional and user-focused approach while documenting all activities according to established processes
• Identify recurring issues and escalate potential delays or risks appropriately

Technical Support

• Support a wide range of IT systems including desktop environments, productivity tools, and business applications
• Manage user accounts and access across enterprise platforms such as directory services and core business systems
• Maintain IT asset inventory, including hardware tracking, system documentation, and coordination with suppliers

Infrastructure & Network Support

• Assist with network operations including local connectivity troubleshooting and telephony systems
• Support patching, security practices, and data backup/recovery processes
• Apply sound judgment when working with business-critical systems

Collaboration & Training

• Work closely with distributed IT teams to resolve complex issues and share knowledge
• Coordinate with third-party vendors as needed, maintaining accurate documentation
• Deliver basic user training on systems and tools where required
• Follow software licensing and security standards

Requirements

Experience

• Experience working in a structured service desk or helpdesk environment with performance expectations (e.g., response times, ticket quality, user satisfaction)
• Experience in a Windows-based enterprise environment, including user account management and directory services
• Experience supporting users across multiple locations remotely
• Background supporting enterprise-level applications (e.g., ERP, CRM, or similar systems)

Technical Skills

• Ability to troubleshoot a range of issues across hardware, software, and network layers
• Understanding of how to differentiate between device, network, and application-related problems
• Familiarity with IP-based telephony systems
• Experience supporting and guiding end users with varying levels of technical knowledge

Education & Certifications

• Relevant qualification in Information Technology or equivalent practical experience
• Industry certifications (e.g., CompTIA, Microsoft) are beneficial

Language Requirements

• Professional proficiency in English required
• Additional European language skills are advantageous