Description:
IT Support Specialist / Desktop Support Specialist / Microsoft 365 Support Specialist
IT Support Specialist with experience working with MS 365 Admin Center (look for people with EntraID or AzureAD)
Description:
Our client, a growing Pharmaceutical start-up is looking for an IT Support specialist to join our fast-growing organization. As the first level of support to all of our employees, this role is truly the face of the IT function. The ideal candidate is someone with stellar customer service skills and a commitment to quality and excellence coupled with excellent technical skills.
Key Responsibilities Include:
Provide 1st & 2nd level contact and convey resolutions to customer issues either in person, over the phone or via remote support tools. Work with users to determine the nature of issues, document Service Desk request information, walk customer through problem-solving process and document resolution in Service Management solution.
Serve as escalation point for external support staff on technical issues
Provide desktop support, which includes hands on break/fix of PCs, laptops, printers and mobile devices.
Ongoing management and optimization of basic ITIL Service Operations including Incident Management, Event Management, Request Fulfillment, Problem Management and Access Management.
Partner and collaborate with other departments to provide the best experience for all users. May get involved in supporting activities in these areas including but not limited to desktop imaging, application administration/configuration and supplier management (including hosted solutions).Assist in the development and maintenance of IT training materials and Knowledge Base articles.
Provide an on-site presence during core hours, to ensure the onsite team has effective hands on support.
Education, Registration & Certification:
Technical degree in computer technology or related field
Experience:
Minimum of 3 years of experience in Technical Service Desk or similar role
Strong hands on experience with Microsoft 365 Admin Center
Experience with Office 365/Azure AD
Work experience within ITIL Service Model is a plus
Prior experience in the Bio-tech industry is preferred
Skills, Knowledge & Abilities:
Possesses excellent interpersonal skills.
Must be approachable, show respect for others, and effectively communicate with colleagues to help foster teamwork and show a commitment to improving the end-user experience.
Knowledge of office and laboratorial applications, hardware and other equipment.
A strong technical background in desktop (Windows / Mac (iOS, iPadOS and MAC OS)) and cloud application support.
Telephony and mobile technical experience (Android and iOS).
Excellent attention to detail and the ability to organize and execute a variety of concurrent activities across multiple disparate areas.
A creative thinker with high energy and enthusiasm, and a team player.
Highly organized, results driven, problem solver.
Superior written and oral communication skills and the ability to work with different levels of management.
Highly motivated with the ability to be flexible in a fast-paced environment.