Responsibilities
- Handle daily IT support requests via the ticketing system ServiceNow and phone.
- Provide on-site assistance for critical issues (e.g., non-working devices).
- Support remote sites and distribution centers when required.
- Install, configure, and troubleshoot workstations, printers, and peripheral devices.
- Manage hardware inventory and stock levels.
- Administer user accounts and permissions.
- Ensure compliance with IT security policies (passwords, antivirus, backups).
- Provide first-level support for Microsoft Teams, Outlook, and Engage platform.
- Escalate unresolved issues to Level 2/3 support following defined escalation paths.
- Install, configure, and maintain Windows-based application server.
- Troubleshoot performance issues and optimize system configurations.
- Work closely with applicaGons, DBAs, and network/security teams to support deployment and maintenance of businesscritical applications.
- Monitor server health, application performance, and resource utilization.
- Implement and maintain security best practices, including access control, encryption, and auditing. *Manage Active Directory permissions, group policies, and role-based access.
- Manage backups, disaster recovery plans, and business continuity processes.
- Perform regular recovery testing to ensure readiness.
Must Have
- Diploma or degree in IT or related field.
- 2–3 years of experience in IT support or helpdesk environment.
- Strong troubleshooting skills for hardware, software, and network issues.
- Familiarity with ServiceNow or similar ticketing systems.
- Knowledge of Microsoft 365 ecosystem (Teams, Outlook, OneDrive).
- Good communication and customer service skills.
- Problem-solving and analytical thinking.
- Ability to work independently and under pressure.
- Strong organizational skills and attention to detail.
- Team player with proactive attitude.
- Communication: Ability to explain technical issues clearly to non-technical users.
- Empathy & Patience: Maintain a positive attitude when assisting frustrated users.
- Adaptability: Handle changing priorities and unexpected technical challenges.
- Collaboration: Work effectively with cross-functional teams and external vendors.
- Time Management: Prioritize tasks to meet SLAs and minimize downtime.
- Continuous Learning: Stay updated on new technologies and best practices.
- Ticket Resolution Time within SLA.First Contact Resolution Rate.
- User Satisfaction Score.
- Compliance Adherence.
- Documentation Accuracy.
What's great in the job?
- Great team of smart people, in a friendly and open culture
- No dumb managers, no stupid tools to use, no rigid working hours
- No waste of time in enterprise processes, real responsibilities and autonomy
- Expand your knowledge of various business industries
- Create content that will help our users on a daily basis
- Real responsibilities and challenges in a fast evolving company
Our Product
What We Offer
Each employee has a chance to see the impact of his work.
You can make a real contribution to the success of the company.
Several activities are often organized all over the year, such as weekly
sports sessions, team building events, monthly drink, and much more
Perks
A full-time position
Attractive salary package.
Trainings
12 days / year, including
6 of your choice.
Sport Activity
Play any sport with colleagues,
the bill is covered.
Eat & Drink
Fruit, coffee and
snacks provided.
