ITO Support Specialist

The ITO Support Specialist is responsible for providing technical assistance to end-users regarding computer systems, software applications, hardware devices, and network infrastructure.

Their primary role is to troubleshoot and resolve technical issues, ensuring the smooth operation of IT systems and equipment.

• First/Second line IT support for company internal users and contractors.
• Installing, configuring and troubleshooting user laptops, workstations, printers, mobile devices and other office IT equipment
• Configuring, administering and updating Windows, MAC, Linux operating systems on user devices.
• Managing user device environment using user device management tools.
• Creating and managing user accounts in Okta, AD, Azure AD, o365 and other systems.
• Physical network related tasks (patching, device installation, ports assignment).
• Server and network equipment installation and maintenance, cable patching in off-site data centers and onsite server rooms.
• Keeping inventory of IT purchases and assets - creating/updating inventory records, assigning equipment to users, auditing inventory, performing decommissioning.
• Working closely with the facility and security teams to resolve security issues.
• Constant development and improvements of local IT infrastructure.
• Performing other duties, as asked by the manager, which are related to this position.
• Replacing colleagues or direct manager during their vacations, sick leaves and other absences. Replacement takes place during working time, and it is not considered as additional work.
• Installation and configuration as per solution designs and architecture and following system change requests for office and DC IT infrastructure and computer hardware.
• Accounts management.
• Providing IT assets management according to internal procedures.
• Providing service/system operations and regular/ad-hoc maintenance to ensure fulfilment of service availability and security requirements.
• Providing accurate service/system metrics data and reporting on service/system availability, capacity and security.
• Timely issues resolution, escalation to third party suppliers and problem analysis and resolution.
• Provisioning system updates and deployments according to respective internal procedures.
• User request fulfilment according to established SLAs

• Bachelor's degree preferred but not required
• Highly proficient in spoken and written English.
• Excellent communication and customer service skills
• Basic knowledge of Windows and macOS
• Understanding of networking concepts (IP, DNS, ports, etc.)
• Eagerness to learn enterprise systems and tools
• IT certifications (e.g., CompTIA A+, ITIL Foundations) a plus
• Fundamental IT skills – hardware, OS, applications, networking, security.
• Minimum of 2 years’ experience in supporting user IT devices hardware and software.
• Experience using and managing workstations in heterogeneous environment, remote management services, file sharing, collaboration, e-mail and directory services.
• Fundamental knowledge of IT procedures and security principles.
• Enterprise employment experience preferred.
• Knowledge on managing IT assets inventory.
• Knowledge of server OS and networking devices configuration, installation and maintenance preferred.
• Experience in installation and maintenance of Data Center hardware (servers, networking) and rack infrastructure (racks, cabling).
• Knowledge on fundamentals of Data Center operations – racking, cooling, cabling, power.