IT Service Desk Technician

Job Title: IT Service Desk Technician

Reporting to: IT Service Desk Team Leader (NA)
Department/Group: IT Job Grade:
Location: DeForest Hours: Full Time
Salary Range: TBD Position Type: Perm

Role Purpose
To be an integral part of the Global IT Service Desk team, delivering a high-quality IT support service with a focus on
North America.
Key Relationships
• Senior IT Service Manager
• All employees
• Third parties / suppliers

Job Description
The core role is to provide on-site best in class IT service support. To ensure effective, timely support for key IT
issues and assist in the planning, implementation and transition of global IT projects.
You will:
• Provide day to day onsite support for our DeForest Office and other remote US locations
• Be available to (occasionally) travel to other sites across the United States and Canada
• Be proficient in using and supporting all Office 365 applications
• Have experience managing incidents and requests in a dedicated ticket management tool
• Prioritize the customer experience in all interactions and efforts
• Take initiative and ownership of incidents and drive them to completion
• Have exceptional communication skills; both verbal and written are essential
• Be empowered to find opportunities for proactive support and issue mitigation
• Have a mindset of continuous improvement of knowledge documentation
• Deliver against key objectives and understand, and succeed in, SLA attainment
• Develop relationships with on site KSH’s and liaise with third party suppliers
• Have a desire to be constantly learning, growing, and improving your skillset
• Be great at prioritization, organization, and display time management skills
• Have the ability to “think on your feet” and react positively to varied or difficult situations
• Demonstrate and encourage behaviours aligned to our 5 Core Values:
• Customer centric
• Results driven
• Pioneering
• People Focused
• Responsible

You will have experience in:
• Hardware fault diagnosis and repair for laptops, desktops, printers etc.

• Desktop application support
• Mobile technology – tablets & smartphones using Android & iOS
• Wi-Fi AP troubleshooting
• All Microsoft Office 365 applications
• Windows 10 / 11
• Endpoint Manager (or other desktop management and deployment tools) for laptop and desktop
deployments, imaging and patching
• Remote support using TeamViewer or similar
• Exchange online/Active Directory administration
• Network technologies and methodologies (TCPIP / cabling / Switches / DHCP / VPN)
• Office 365 Administration, including SharePoint/Teams

The following would be beneficial:
• Experience supporting multiple sites, preferably international
• PowerShell scripting and automation
• Power Automate
• Experience with Microsoft Intune or other MDM solutions
• Experience supporting Microsoft Azure
• Knowledge of cloud based telecom systems

50-100 EUR/hr

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