IT Support Specialist

 The IT Support Specialist will be responsible for providing first and second-level IT application support in a corporate environment, ensuring seamless end-user support, troubleshooting, and hybrid meeting coordination. The role requires experience working in international organizations, global call centers, or service desk environments, with a strong understanding of AV equipment for hybrid meetings.

Key Responsibilities

End-User Support & Service Desk Operations

·       Provide first and second-level IT support to users, resolving technical issues related to hardware, software, and enterprise applications.

·       Handle IT service requests and incidents via ticketing systems, ensuring timely resolution and documentation.

·       Escalate complex technical issues to the appropriate teams when necessary.

·       Ensure compliance with IT policies, security guidelines, and service-level agreements (SLAs).

Hybrid Meeting & AV Support

·       Set up and support hybrid meetings with complex audio-visual (AV) equipment, ensuring smooth execution.

·       Troubleshoot and resolve technical issues related to AV systems, video conferencing, and collaboration tools (Zoom, Teams, Webex, etc.).

·       Provide guidance to end-users on best practices for virtual and hybrid meetings.

Technical Support & IT Infrastructure

·       Maintain and support enterprise IT applications used across the organization.

·       Assist in managing IT assets, ensuring proper maintenance and upgrades.

·       Support onboarding of new employees by setting up IT workstations, user accounts, and access management.

Documentation & Training

·       Document troubleshooting steps, common issues, and solutions in the IT knowledge base.

·       Provide basic IT training and guidance to end-users on corporate applications and IT best practices.

Qualifications & Experience

·       Bachelor’s degree in Computer Science, Engineering, Systems Analysis, or a related field.

·       At least 5 years of relevant IT support experience in a corporate or international environment.

·       Hands-on experience in first and second-level IT application support within global call centers, service desks, or shared services environments.

·       Minimum 2 years of experience in organizing and supporting hybrid meetings with AV equipment.

·       Experience working in a UN computing environment is desirable.  Familiarity with IT service management tools (e.g., ServiceNow, Jira, Remedy).

·       Strong troubleshooting skills with Windows, macOS, Office 365, and enterprise collaboration tools.

Key Competencies

·       Strong problem-solving and analytical skills.

·       Excellent communication skills (written and verbal).

·       Customer-oriented approach with strong interpersonal skills.

·       Ability to work independently with minimal supervision.

·       Flexibility to work in a fast-paced, multi-tasking environment.

Preferred Certifications (Optional but a Plus)

·       ITIL Foundation Certification

·       Microsoft Certified: Modern Desktop Administrator Associate

·       CompTIA A+ or Network+

·       AV-related certifications (CTS, Crestron, or Extron)