IT Support Specialist

Responsibilities:

Provide first-line technical support to users across different countries, offices, and business functions.

Receive and respond to technical issues through ServiceNow, email, chat, phone, and other supported channels.

Diagnose and resolve common hardware, software, operating system, connectivity, application, authentication, and account-related issues.

Provide remote assistance to users regardless of location.

Maintain professional and customer-focused communication throughout the support process.

Take ownership of assigned tickets and follow them through to resolution or appropriate escalation.

Create, categorize, prioritize, update, resolve, and close incidents and service requests using ServiceNow.

Determine appropriate priority based on impact and urgency, including P1 through P4 classifications.

Monitor assigned queues and ensure tickets are handled within established SLAs.

Provide timely updates to users while incidents or requests are being investigated.

Maintain accurate work notes, resolution details, troubleshooting steps, and other relevant ticket information.

Escalate incidents that cannot be resolved at Level 1 to the appropriate Level 2 team, application team, infrastructure team, or external provider.

Support major-incident escalation procedures when business-critical services are affected.

Provide support and basic troubleshooting for technologies.

Assist with password, account, group, and permission-related requests.

Support basic user-access provisioning and deprovisioning processes.

Troubleshoot authentication and user-access issues.

Support processes involving Microsoft Entra ID / Active Directory where appropriate.

Ensure access requests follow approved authorization and security processes.

Escalate privileged or complex access issues to the responsible technical or security team.

Gathering complete information from the user. Identifying symptoms and affected systems. Reproducing or validating the issue where possible. Checking known issues and knowledge articles. Performing approved Level 1 troubleshooting. Documenting the investigation in ServiceNow. Resolving the issue or escalating with sufficient technical information. Search and utilize existing knowledge articles before escalating incidents. Document successful troubleshooting and solutions.

Identify repetitive issues that could benefit from new or improved knowledge articles. Contribute to internal troubleshooting guides, FAQs, operational procedures, and ServiceNow knowledge content. Promote user self-service whenever an appropriate solution already exists. Participate in structured shift handovers. Clearly document unresolved incidents, priority tickets, ongoing investigations, major issues, and expected follow-ups. Ensure ownership is transferred appropriately between shifts.

Coordinate with other global support teams where responsibilities overlap. Monitor critical P1/P2 incidents and follow established escalation procedures. Follow company IT security policies and operational procedures. Properly handle sensitive information contained within incidents or service requests. Identify suspected phishing, compromised accounts, malware, or other security-related incidents and escalate them through the defined security process. Follow least-privilege and authorization principles when dealing with accounts and access. Never bypass established security controls simply to resolve a user request faster.

Requirements:

Bachelor's degree in a related technology discipline.

Exposure to any of the following is beneficial: ServiceNow or another ITSM platform Microsoft Entra ID Active Directory Microsoft Intune PowerShell SharePoint OneDrive Remote-support tools ITIL concepts.

Customer focus: Patient and professional when assisting users of different technical skill levels.

Problem solving: Able to investigate issues logically rather than immediately escalating them.

Ownership: Responsible for following tickets through resolution.

Communication: Strong written and spoken English and the ability to explain technical issues simply.

Documentation: Able to produce clear work notes, ticket updates, and resolution details.

Prioritization: Able to handle multiple incidents and understand business impact and urgency.

Teamwork: Comfortable collaborating with an international and multi-shift IT organization.

Adaptability: Willing to learn new applications, technologies, processes, and business systems.

Attention to detail: Particularly important for access changes, troubleshooting, escalation, and ticket documentation.

Continuous-improvement mindset: Looks for opportunities to improve knowledge, processes, automation, and self-service.