IT Support Specialist

• Collects incidents and service requests through the defined support channels, in line with the incident management process.
• Classifies tickets by nature, impact and urgency, contributing to the assignment of the appropriate priority.
• Resolves first-level support requests directly, including password unlocks, basic troubleshooting and user guidance for self-resolution where appropriate.
• Assigns tickets requiring specialist analysis or resolution to internal or external secondand third-level support teams, ensuring effective follow-up until closure.
• Activates the appropriate escalation levels when circumstances require management attention or faster resolution.
• Prepares, configures and deploys fixed and mobile workplaces according to assigned schedules, including telephony and collaboration devices.
• Installs and configures hardware and software components in line with IT standards and guidelines.
• Manages the end-to-end lifecycle of workplace, mobile and hardware assets, including assignment, replacement, return, tracking, inventory update and disposal coordination, in line with defined company standards.
• Monitors hardware and device stock levels, identifies reorder needs and supports procurement requests to ensure timely availability of standard equipment for users and workplace services.
• Ensures that workplace and mobile device configurations comply with approved IT standards, security requirements and corporate guidelines before assignment or replacement.
• Ensures correct user-account management through authorization, activation, modification and deletion processes.
• Operates on corporate Active Directory and related systems with the privileges required for the assigned interventions.
• Provides technical and functional support on workplaces, Microsoft 365 tools, videoconference systems and related end-user technologies, ensuring compliance with IT guidelines.
• Supports the handling of security incidents by collecting initial information, applying assigned containment actions, coordinating with Information Security and keeping related tickets properly documented.

REQUIREMENTS

• Degree in IT and 5 years and above experienced in manufacturing environment
• Strong customer orientation and service mindset
• Effective relationship management and clear communication with end users and IT stakeholders.
• Solid troubleshooting and problem-solving capabilities
• Functional and technical experience with workplaces, Microsoft 365, PCs and laptops, mobile devices, videoconferencing systems, basic system administration, hardware lifecycle management, security best practices and ticketing tools such as ServiceNow
• Knowledge of ITIL processes and their practical application within corporate IT procedures