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.