IT Support Specialist (L1)

Description

We are seeking an IT Support Specialist to join a professional services firm based in Cayman, with a focus on supporting the firm’s global operations. The role reports directly into the IT Manager.

The ideal candidate will have a solid understanding of recent Microsoft Windows operating systems, Microsoft Office suite, and Active Directory. Experience of mobile devices running Android, and or iOS is also desirable

Responsibilities:

• Primarily the team will provide remote support to colleagues globally, however there will be desk side or meeting room support required on premise.
• Manage and resolve tickets logged through ServiceNow
• Provide regular updates to the requestor on their tickets regardless of progress made. Ensure that tickets have appropriate categories assigned, correct status is applied, and priority is clear.
• Where a new Problem is identified; a Problem ticket is opened and communicated to IT so the team ensure related IT Cases are linked and the root cause is investigated with aim of finding a viable workaround and/or a permanent solution
• Escalate issues that are not possible to resolve due to knowledge or access to 2nd line support, or if the guidance states escalate to the appropriate team such as IT Infrastructure or IT Applications & Development, or external supplier support.
• Be a contributor to The Oracle by creating and updating knowledge base articles
• Support and assist the team lead/managers with the coaching of those more junior
• Deputise for the senior IT Support Specialist/Lead during absences.
• You may be engaged occasionally to assist on releases of new software and hardware, and any office reconfiguration

Requirements:

• 2+ years’ experience of working in an IT Support role with strong customer service skills.
• MS Office 365 Suite (Outlook, Word, Excel, PowerPoint)
• Windows 10 Mobile Devices – iOS & Android
• Active Directory Users & Computers / Azure AD
• Basic understanding of networks (LAN, WAN, WAP, Cloud, IP)
• Desirable: Microsoft Exchange Administration Center, Microsoft 365 Admin Center & iManage Work

Work Schedule:
On call work will be required. This is covered on a rotational basis by all IT Support team members.