IT Support Specialist

Purpose    The IT Support Specialist provides Tier 1 and Tier 2 technical support across the EMEAA region, ensuring efficient resolution of incidents and delivering high-quality customer service. This role acts as a key liaison between local users and global IT teams, maintaining operational stability of hardware, software, and IT infrastructure while supporting continuous improvement of IT processes and user experience. Responsibilities Responsible for Tier-1 and 2 level of technical support, ensuring timely and accurate completion General ticket ownership on EMEAA region and coordination with the rest of the Global IT Support team: Proper reassignment and escalation when required, triage and prioritization of tickets based on impact and urgency, tickets follow up Updates and maintains protocols and procedures documentation for software and hardware usage Provides support as local contact to other IT teams such as Infrastructure, Cybersecurity, SharePoint Responsible of local inventory, maintenance, and upgrade of desktop PC, other hardware, software, operating systems and distributed printers, ensuring excellent customer service  Ensure local IT rooms, storage, desks and shared equipment are tidy, labeled and compliant Collaborate with local vendors and suppliers: negotiates cost of contracts and verifies invoices  Responsible of the local management of the stock and inventory of equipment, software and hardware and handles any warranty and leasing request Other duties as assigned Qualifications/Education: A Diploma in Information Technology or related education is required A Bachelor's degree in Information Technology or equivalent education is preferred A minimum of 3 years of experience working in the IT field with hardware and software is required A minimum of 3 years of experience providing excellent customer support is required Working experience with M365 and Azure are required  Working experience with Intune is preferred Must be proficient in spoken and written English Other IT certifications will be considered as a plus (e.g ITIL, Microsoft certifications) Skillset Strong troubleshooting and problem-solving skills in hardware, software, and operating systems Excellent customer service and user support mindset with ability to communicate clearly with non-technical stakeholders Experience with ticketing systems, incident management, and prioritization frameworks Knowledge of Microsoft 365, Azure environments, and endpoint management tools (e.g. Intune) Ability to manage IT inventory, assets, and lifecycle processes Strong organizational skills to manage multiple requests, vendors, and priorities simultaneously Understanding of IT infrastructure, cybersecurity awareness, and collaboration tools (e.g. SharePoint) Vendor management and basic negotiation skills Attention to detail to ensure compliance, documentation accuracy, and process adherence Team collaboration skills with the ability to work across regional and global IT teams