L1 IT Support Specialist

Summary

Join our client, a leading European financial services company, as an L1 IT Support Specialist! You will provide comprehensive technical support to internal and external users, troubleshooting IT issues in Windows environments and administering Microsoft 365 and MS Exchange. This role requires strong technical skills, excellent communication, and a proactive approach. You will utilize IT service management tools, conduct user training, and ensure adherence to IT security policies. The position offers work-from-home flexibility with provided equipment and a specific schedule.

Requirements

• At least 2 years of experience in IT Support
• Relevant experience in Finance/Trading industry
• Extensive practical experience in providing technical support in Windows environments, including troubleshooting hardware, software, and network issues
• Proficiency in administering Microsoft 365 and MS Exchange environments, with exposure to Azure cloud services. Familiarity with various IT service management tools and ticketing systems for efficient resolution of support requests
• Proven track record in managing the full lifecycle of IT support, from initial user contact and problem diagnosis through to resolution, follow-up, and documentation. This includes experience in effectively handling both remote and in-person support requests, ensuring timely and effective solutions to technical problems
• Demonstrated ability to collaborate with various IT teams, including network administrators, software developers, and security specialists, to resolve complex technical issues
• Experience in working closely with users and stakeholders to understand their IT needs and deliver appropriate support
• Excellent customer service skills, with the ability to communicate complex technical information in an understandable way to non-technical users
• Strong interpersonal skills to build and maintain effective relationships with users and team members

Responsibilities

• Provide first and second-level support for IT-related issues, particularly in Windows environments, including hardware, software, network, and other technical challenges
• Employ strong technical skills to diagnose and resolve issues effectively, ensuring minimal disruption to users
• Administer Microsoft 365 and MS Exchange environments, handling configurations, and troubleshooting
• Exposure to Azure, contributing to cloud services management and support
• Utilise IT service management tools and ticketing systems for tracking and resolving user requests efficiently
• Maintain detailed records of user interactions, issues, and resolutions
• Provide excellent customer service, with a focus on clear, concise, and empathetic communication with users
• Guide users through problem-solving processes, ensuring a positive and supportive interaction
• Display a proactive attitude in identifying and tackling IT challenges head-on
• Continuously seek opportunities to improve IT services and user experiences
• Conduct training sessions and create educational materials for users on new systems and software, including Microsoft 365 and Windows
• Develop user guides and FAQs to assist users in resolving common issues independently
• Regularly seek ways to enhance the IT support process and user satisfaction
• Stay informed about the latest trends and best practices in IT support and technology
• Ensure adherence to IT security policies and maintain vigilance over system security
• Assist in the implementation of security measures to protect company data and infrastructure

Preferred Qualifications

• Bachelor’s Degree in Information Technology, Science, Engineering or related
• Practical experience in maintaining clear and concise documentation of IT processes, support incidents, and resolutions
• Familiarity with version control systems and standard IT documentation practices, ensuring a well-organised and accessible repository of support knowledge and resources

Benefits

• Work From Home - equipment provided
• Monday to Friday, 4:35PM - 1:35AM Manila time (with 8 core working hours inclusive of 1-hour break)