As IT Support Specialist II you will provide Tier 2 end-user support for 1200 staff in multiple locations and countries. This role will assist in the day-to-day operation, maintenance, and troubleshooting of corporate desktops, phones, audio video equipment and desktop applications.

What You Will Do

• Provide tier 2 technical support for a wide range of IT issues, including hardware, software, and networking problems.
• Demonstrate expert-level proficiency in troubleshooting and resolving hardware-related issues across various devices, ensuring seamless operations and minimal downtime.
• Utilize extensive hands-on experience with hardware components, including installation, configuration, and maintenance of desktops, laptops, printers, and peripherals.
• Offer advanced support and administration for Microsoft Office 365 suite, including but not limited to InTune, Exchange Online, SharePoint, Jira, Teams, and OneDrive, ensuring smooth user experiences and efficient collaboration tools.
• Diagnose and resolve complex technical issues related to enterprise-level business systems, leveraging O365 capabilities to enhance operational efficiency and productivity.
• Act as a subject matter expert in O365 applications, providing guidance, training, and documentation to users and lower-tier support staff.
• Proactively identify opportunities to enhance IT processes and systems, recommending and implementing improvements to optimize performance and user experience.
• Document solutions, procedures, and configurations to maintain a comprehensive knowledge base, enabling efficient issue resolution and knowledge sharing within the team.

What You Will Bring

• Proven experience in providing L2/L3 technical support in a corporate environment (manufacturing a plus).
• Expertise in Microsoft Office 365 administration and troubleshooting, including but not limited to InTune, Exchange Online, SharePoint, Jira, Teams, and OneDrive
• Proven experience ensuring smooth user experiences and efficient collaboration tools.
• Strong hands-on hardware skills with the ability to diagnose and resolve hardware-related issues.
• Knowledge of enterprise business systems.
• Excellent problem-solving and communication skills.
• Ability to work collaboratively in a fast-paced, dynamic environment.
• Relevant certifications such as Microsoft Certified: Modern Desktop Administrator Associate or similar qualifications are a plus.

How You Will Be Successful

• Communication: You have impeccable written and verbal communication with ability to translate technical information in a non-technical format. You're able to demonstrate active listening to make your customer feel heard and understood.
• Bias for Action: You have an eagerness to take initiative and persist in accomplishing objectives despite obstacles and setbacks. You work to resolve requests and incidents with a high sense of urgency and ownership.
• Great people skills: You're empathetic and understanding to employees who need your help. You aim to build effective relationships across the organizations, as well as externally with 3rd parties. You are mindful of diverse perspectives and display patience and professionalism working with employees having a range of computer competencies.
• Passion and Pride in your work: You love what you do and how you can add value to your clients; You ensure consistency and quality of your work and take a methodical approach to troubleshooting and resolution.
• Logical and analytical: You're able to distill and synthesize complex ideas into concise, meaningful information to clients. You're adept at prioritization and project management with attentiveness to detail and consistent follow through.
• Growth mindset: You thrive in a dynamic and fluid environment because you are a self-starter who is eager to learn, grow and build something great together; building and enhancing programs appeals to you. You have a desire to stay current on technology trends and Information Technology concepts.
• Service Orientation: You keep internal and external customer(s) in mind at all times. You strive to proactively address customer concerns and needs and to provide consistent customer satisfaction.