IT Support Specialist

About the role

We are looking for an IT Support Specialist to deliver Level 1 and Level 2 technical assistance to internal users in a cloud‑first environment. You will work with structured ticketing processes, resolve hardware and software issues, and help enable end‑users across Windows and macOS platforms.

Key responsibilities

• Provide Level 1 and Level 2 support via Jira Service Management.
• Troubleshoot hardware, software, and access problems on Windows and macOS devices.
• Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
• Prioritize and resolve tickets according to SLAs and defined workflows.
• Escalate incidents with clear documentation of steps taken.
• Provision, onboard, and offboard endpoints; manage Intune (Windows) and Jamf (macOS).
• Assist with user access, permissions, and identity issues.
• Maintain technical documentation and knowledge articles.
• Follow ITIL‑aligned incident, request, and problem management practices.
• Collaborate with the Information Security team on secure configuration, change management, and hardening standards.

Required profile

• Strong multitasking and prioritisation abilities in a dynamic environment.
• Detail‑oriented, proactive troubleshooting mindset.
• Entrepreneurial spirit with a sense of ownership.
• Ability to work independently and collaboratively.
• Professional integrity, confidentiality, and a strong work ethic.
• Coachable and open to feedback while challenging the status quo.

Required skills

• Jira Service Management ticketing.
• Windows and macOS operating systems.
• Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint).
• Endpoint management tools: Microsoft Intune and Jamf.
• ITIL incident, request, and problem management processes.
• Microsoft Office Suite proficiency.