User Support Specialist

• Minimum 4 years of professional IT experience
• Minimum 3 years in a similar User Support / Service Desk role
• Previous experience in a 24/7 support environment
• Strong knowledge of Windows workstations and end-user infrastructure
• Strong knowledge of networking fundamentals
• Strong knowledge of identity & access management
• Strong knowledge of Microsoft 365 services
• Strong knowledge of ITSM tools (e.g. ServiceNow)
• Strong knowledge of ITIL incident/request processes
• English level C1 or higher
• Valid EU Personal Security Clearance (minimum EU CONFIDENTIAL)

• Providing technical support for internal and external users
• Handling incidents and service requests via phone, email, portal, and in person
• Troubleshooting hardware, software, networking, and access-related issues
• Escalating complex incidents to dedicated support teams
• Supporting end users with IT guidance and best practices
• Preparing and configuring end-user equipment (laptops, monitors, peripherals)
• Supporting workplace rollout and hardware refresh initiatives
• Contributing to knowledge base documentation and service improvement activities
• Working in a 24/7 shift model

On site model of work.