IT Support Specialist

At Uni Systems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for an IT Support Specialist to join our UniQue team.

• Perform end-user support by providing timely and accurate IT Service Desk services such as incident management, problem escalation, remote assistance, training, and end-user guidance on network systems.
• Proactively monitor the IT Service Desk incident management system, act on incidents, and alert relevant second-line support in case of performance degradation or downtime.
• Advise IT management on corrective action or procurement action required to correct detected weaknesses in system functionality.
• Gather comprehensive information about IT Service Desk trouble tickets enabling escalation to the correct second-line support area and to facilitate a short time-to-fix period.
• Ensure timely provisioning and maintenance of client software ranging from standard office automation software to specialized business applications.
• Support in planning and conducting exercises.
• Perform level 1 service support either remotely or on-site.

What will you be bringing to the team?

• 3 years of higher education after secondary school with a minimum of 3 years in a related field.
• At least 1 year of recent experience related to IT Service Desk functions within the last three years.
• Knowledge of service operations, processes, service delivery, reporting, and continuous improvement.
• Experienced in using ITSM tools such as BMC Remedy, Jira, ServiceNow, etc.
• Knowledge of, and experience in, installation, maintenance, and troubleshooting of MS Windows 10, MS Office, Visio, Microsoft Edge.
• Experience in the installation and maintenance of mobile computing solutions (e.g., VPN access, notebooks, remote access, and WLAN).
• Experience with Outlook configuration, administration, and troubleshooting in MS Active Directory and Exchange.
• Good knowledge of network technologies, including VPN, Wi-Fi networks, and mobile data communications.
• Knowledge of creating workflows, process flows, and Knowledge Base documentation. Ability to perform regular checks and updates to documentation.
• Customer-focused with service orientation, as well as highly effective interpersonal skills in dealing with demanding customers under high workload.
• Experience in performing user administration in MS Active Directory and Exchange.

Desirable Skills and Experience:

• Knowledge of Windows Server, Windows Operating Systems, MS Office, PC Hardware, Networking Hardware, Networking Protocols, Desktop Troubleshooting, Telephony, and Network Security.
• Familiarity with SCCM software deployment and SCCM remote desktop management.
• ITIL Foundation certification.
• Competency in using call center tracking tools.

At Uni Systems, we are providing equal employment opportunities and banning any form of discrimination on grounds of gender, religion, race, color, nationality, disability, social class, political beliefs, age, marital status, sexual orientation or any other characteristics. Take a look at our Diversity, Equality & Inclusion Policy for more information.