IT Support Technician

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Deliver first-level remote technical assistance to internal personnel across EMEA and other global locations.

• Evaluate software and hardware challenges, providing technical support, guidance, and solutions in accordance with SLAs and ticketing protocols.

• Oversee technical assessments on designated routine tickets and convey updates and solutions via the ticketing system.

• Conduct onboarding and offboarding processes, which include account creation, hardware provisioning, account deactivation, and asset repurposing.

• Install, diagnose, repair, maintain, and upgrade hardware, software, and IT equipment.

• Execute system and hardware testing along with root cause analysis.

• Engage in testing new systems, services, and processes while documenting findings.

• Coordinate the shipping of hardware and laptops to employees across EMEA and other regions, collaborating with internal teams, logistics partners, vendors, and suppliers.

• Communicate with local and global vendors and suppliers.

• Manage and support company phone devices, including ordering, setup, and coordination with phone carriers.

• Analyze IT service ticket data to identify opportunities for reducing ticket volume and improving service quality.

• Develop and maintain IT process, system, and issue documentation along with knowledge base articles.

• Participate in the weekend On-Call L1 support schedule and respond to inquiries outside of regular business hours as needed.

• Address P1 calls during standard weekday business hours as necessary.

• Provide end-user training on IT services.

• Travel internationally, including within EMEA, on an as-needed basis.

• Execute additional duties as required.

⛳️ Requirements

• At least 3-5 years of experience in IT Service Desk, providing remote end-user support across multiple locations.

• Post-secondary education (degree or diploma) in Computer Science, Information Systems, or a related field, or a comparable combination of education and experience.

• Strong analytical, critical thinking, and problem-solving abilities.

• Exceptional customer service skills and the capacity to convey technical concepts to both technical and non-technical audiences, including executive stakeholders.

• Ability to establish rapport and collaborate effectively with fellow technicians and end-users.

• Extensive experience with ticketing and self-service platforms, such as ServiceNow.

• Significant experience in supporting Windows and Mac OS, Active Directory, BitLocker, VPN, Okta, Microsoft 365, Windows Server, RDP, cloud solutions, Intune MDM, and OS patch management.

• Familiarity with ITSM, incident and request management processes, onboarding and offboarding procedures, and best practices in cybersecurity and privacy.

• Basic understanding of Artificial Intelligence (AI) concepts and tools.

• Ability to prioritize and reprioritize tasks, manage multiple tickets under tight deadlines, and adapt swiftly to changing business requirements.

• Excellent written and verbal communication skills in English.

• ITIL, A+, Network+, and/or MCSA certifications are regarded as advantageous.

• Basic knowledge of networking and infrastructure is considered beneficial.

• Experience with Exchange Online is a plus.

• A valid passport is necessary for occasional international travel.

🏝️ Benefits

• Flexible vacation policy and Kinaxis Days (company-wide days off).

• Flexible working arrangements.

• Programs focused on physical and mental well-being.

• Regularly scheduled virtual fitness classes.

• Mentorship programs, training, and career development opportunities.

• Recognition programs and referral incentives.

• Participation in hackathons.