IT Support Technician

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

📋 Description

• Act as the primary point of contact for internal staff interfacing with Corporate IT.

• Provide extensive remote first-level support across EMEA and other global locations through telephone, virtual, and online channels.

• Evaluate software and hardware complications and deliver technical support, guidance, and solutions in accordance with SLAs and ticket-handling procedures.

• Conduct technical analysis on assigned routine tickets and relay updates and solutions via the ticketing system.

• Manage onboarding and offboarding tasks, including account creation, hardware provisioning, account decommissioning, 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 shipment of hardware and laptops across EMEA and other regions, working with internal teams, logistics partners, vendors, and suppliers.

• Interact with local and global vendors and suppliers.

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

• Analyze IT service-ticket data and propose strategies to lower ticket volume and enhance service.

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

• Participate in the weekend on-call L1 support rotation and respond outside business hours as needed.

• Address P1 calls during weekday business hours as necessary.

• Provide end-user training on IT services.

• Travel internationally, including within EMEA, on an ad hoc basis as required.

• Undertake other duties as assigned.

⛳️ Requirements

• At least 3-5 years of IT Service Desk experience delivering 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.

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

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

• Excellent customer service skills with experience in evaluating end-user requests, providing effective solutions, and conveying technical concepts to both technical and non-technical audiences, including executive stakeholders.

• Capability to build rapport and collaborate successfully with colleagues and end-users.

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

• Extensive experience 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 Exchange Online is a plus.

• Basic knowledge of networking and infrastructure is considered beneficial.

• Understanding of ITSM, incident and request management processes, onboarding and offboarding procedures, as well as cybersecurity and privacy best practices.

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

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

• Exceptional written and verbal communication skills in English.

• A valid passport is required for potential international travel.

🏝️ Benefits

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

• Flexible work options.

• Programs promoting physical and mental well-being.

• Regularly scheduled virtual fitness classes.

• Mentorship programs, training, and opportunities for career development.

• Recognition programs and referral rewards.

• Participation in hackathons.

• Recruitment accommodations available upon request for candidates with specific needs or disabilities.