Senior Specialist, Site IT

Job Summary

As our Senior Specialist, Site IT, you'll be the first point of contact for IT issues at the site. You'll keep devices, applications, meeting rooms and site infrastructure running smoothly for everyone, including executives and senior leaders. You'll work closely with regional and global IT teams, vendors and business users to keep things stable, secure and well supported.

Key Responsibilities

End User Support

• Provide first-line support for hardware, software, network and system issues.
• Give prompt, professional support to executives and VIP users.
• Handle requests and incidents raised by phone, email, walk-in and the ticketing system.
• Troubleshoot desktops, laptops, mobile devices, printers, peripherals and collaboration tools in Windows and macOS environments.
• Help users with everyday Microsoft 365 issues, such as Outlook, Teams, OneDrive, MFA and password resets.
• Escalate unresolved issues to the right support teams or vendors.

Device Management

• Set up, configure and maintain desktop and mobile devices, including enrolment in the device management system (Intune).
• Install operating systems, deploy software and patches, and make sure devices meet security requirements.
• Carry out hardware replacements, upgrades and preventive maintenance.

Incident & Service Management

• Log, track and update incidents and service requests in the ticketing system.
• Resolve issues on time according to SLAs and follow up until closure.
• Keep clear records of troubleshooting steps, fixes and support procedures.
• Give users and management regular updates on open issues.

Infrastructure, Assets & Vendors

• Support meeting room technologies, video conferencing systems, the server room and office IT infrastructure.
• Make sure IT assets are tagged, tracked and kept up to date in the asset management system.
• Help coordinate hardware procurement, inventory and disposal.
• Work with vendors on warranty claims, repairs and replacements.

Projects & Collaboration

• Support IT projects, upgrades, office setups and technology rollouts.
• Work with regional and global IT teams on operational and improvement initiatives.

Requirements

Education & Experience

• Degree or Diploma in IT, Computer Science or a related field.
• At least 5 years in IT support, helpdesk or desktop support.
• Experience supporting users in a corporate environment. Experience with executives or VIP users is an advantage.

Technical Skills

• Working knowledge of Windows, macOS and Microsoft 365 applications.
• Understanding of networking (LAN, Wi-Fi, VPN) and IT infrastructure (servers, UPS).
• Familiarity with ticketing systems, desktop imaging, software deployment or MDM tools (such as Intune).
• Experience with meeting room or video conferencing systems is an advantage.
• Microsoft or ITIL certifications are an advantage.

Soft Skills

• Good troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills.
• Professional and focused on the customer, and confident dealing with senior users.
• Able to work on your own or in a team, and to prioritise well.
• Willing to support after-hours or emergency work when needed.