IT Support Specialist

About the role

This includes installing, diagnosing, repairing, maintaining, and upgrading all PC/Mac, hardware and equipment to ensure optimal workstation performance. The successful candidate will learn how to troubleshoot problem areas in person, by Zoom/ MS Teams, or via Jira Service Desk in a timely and accurate fashion, and provide end-user assistance where required, working as part of a team.

The successful candidate must demonstrate a full understanding of industry practices and Proofpoint policies to ensure flawless support to our business partners. The successful candidate will have 3+ years of experience independently supporting large-size corporate locations in a fast paced, production environment.

Responsibilities

• Provide on-going operational support including operating systems releases, upgrades, service pack installations, bug fixes, security updates, and any system change activities
• Build new systems (PC/Mac), and new hires deployment
• New hires deployment and Terminated employees system collection
• Troubleshoot problem areas (in person, by Zoom/ MS Teams, or via Jira Service Desk) in a timely and accurate fashion, and provide end-user assistance where required.
• Ensure adequate customer follow up communications and timely issue status updates to customer and IT management
• Network with cross-functional teams to leverage best practices
• Aid customers with identifying and specifying hardware and software needs to address business requirements, aligning with IT standards where possible
• Familiar with network implementation and maintenance, in coordination with Corporate IT (e.g. routers, switches, wireless)
• Keep track of IT inventory, asset tagging equipment and organize the IT storage
• Have exceptional attention to detail, and exemplary ticketing/logging/documentation habits
• Ability to take independent initiative when needed
• Willingness to work on-call in the emergency or priority issues
• Handle a large volume of wide-ranging user requests
• Exceptional organizational and time management skills with the ability to prioritize workload and manage multiple projects and tasks

Requirements

• Minimum 1-2 years IT experience
• Must have demonstrated the ability to successfully work as part of a team
• Must have experience supporting Mac and Windows
• Excellent interpersonal skills and easily approachable to colleagues and community
• Familiarity of PC hardware architecture
• Familiarity of desktop applications, (i.e., MS Office, Antivirus, VPN, imaging software, backup software, etc.)
• Proven Customer Service skills
• Excellent written and oral communication in English

Qualifications

• The successful candidate must demonstrate a full understanding of industry practices and Proofpoint policies to ensure flawless support to our business partners.

Skills

• ITIL foundation certification is a plus
• Basic industry certifications, COMP TIA or A+
• Microsoft certifications (MCSA, MCSE)

Benefits

Competitive compensation
Comprehensive benefits
Career success on your terms
Flexible work environment
Annual wellness and community outreach days
Always on recognition for your contributions
Global collaboration and networking opportunities