Key responsibilities:

• Set up and configure end-user hardware and software, including desktops, laptops, printers, and mobile devices.
• Administer Windows Active Directory user accounts and permissions.
• Respond to and resolve Level 1 support requests in a timely manner, escalating complex issues to higher-level support teams when necessary.
• Monitor and maintain network equipment and firewall configurations, ensuring optimal performance and security.
• Assist users in utilizing SAP and other business applications, providing basic troubleshooting and support.
• Collaborate with Level 2 and Level 3 support teams to escalate and resolve advanced technical issues.
• Document all support activities, solutions, and configurations using IT service management tools like ServiceNow.
• Provide excellent customer service and support, ensuring a positive user experience.
• Partner with business to understand their requirements, and coordinate with the Digital Services Provider.
• Ensure adherence to digital cybersecurity measures, security protocols, and other company standards and compliance requirements

Requirements:

• 4-5 years of experience in the field of digital operations, customer support, system implementation and IT operations management.
• Solid understanding of Windows Active Directory administration and user management.
• Basic knowledge of SAP and other business applications commonly used in enterprise environments.
• Experience using IT service management tools such as ServiceNow or similar platforms.
• Local Office Infrastructure Maintenance and Provisioning (routers, switches, access points) and firewall configurations.
• Provide troubleshooting and resolution of issues (Level 1) and maintain accurate records in the use of the issue ticketing solution and resolution process closure.
• Strong English oral and written communication skills