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Act as 2nd/3rd line onsite support for end-users, assisting the Global Service Desk
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Track and resolve tickets (incidents, requests, and tasks)
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Maintain and improve IT knowledge base and documentation
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Deliver high-quality support with a customer-first mindset
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Maintain and update infrastructure documentation and CMDB data
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Provide local support for networking, telephony, and server infrastructure
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Ensure compliance with ITIL practices, technical standards, and security policies
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Manage local vendors (e.g. ISPs and mobile carriers)
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Perform out-of-hours support as agreed
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Act as a technical specialist in local/global IT projects (e.g., office moves, M&A)
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Review local IT-related invoices and manage procurement of peripherals
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Represent IT in governance meetings
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Manage VoIP, mobile devices, and carrier contracts
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Handle device procurement and contract renewals with manager approval
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Degree or diploma in Computer Science, Electronic Engineering, or equivalent experience
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5+ years in IT support or similar technical roles
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Strong knowledge of:
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Windows and Microsoft server infrastructure
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Network infrastructure and VoIP systems
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Mobile device and telephony management
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ITIL framework and CMDB practices
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Experience in a global organization preferred
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Excellent communication and customer service mindset
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Fluent in English
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Willingness to travel frequently
