About the role

Senior IT Support Specialist supporting end-users for a rapidly growing international SaaS provider. Contributing to IT department responsibilities and specific support duties using own skills and experience.

Responsibilities

Monitor IT support tickets, responding to tickets or assigning to the team as appropriate.
Provide technical support to end-users via tickets, phone, email, or in person.
Diagnose and resolve technical issues related to hardware, software, and network systems.
Procurement and provisioning of computer equipment.
Install and configure computer hardware and software (inclusive of SaaS).
Maintain and upgrade computer systems.
End-user account administration and configuration.
Troubleshoot network and connectivity issues.
Provide training and technical guidance to end-users.
Maintain documentation of technical processes and procedures.
Monitor and maintain IT inventory and asset management.
Collaborate with other IT staff members to ensure the smooth operation of systems.
Conduct research to identify new technologies and best practices for improving IT operations.
Running and contributing to proactive complex discreet IT projects.
Mentorship of more junior team members and assist with their skills development.
Working closely with other team functions, seniors, and management.
Performing IT inductions to new hires independently.
Evangelise IT services when interacting with other functions.

At least six years’ experience as a senior IT support professional.
A degree in IT, Computing, Computer Science, or another relevant subject.
Experience working in a fast-paced and dynamic environment, providing quick responses while maintaining quality and accuracy.
Experience supporting executive and high-level team members.
Experience in supporting both macOS and Windows users.
Experience in SaaS product administration (e.g. Zoom, Salesforce).

Paid Time Off: Take the time you need to relax and recharge
Wellness Benefit: Quarterly incentive dedicated to improving your health and well-being
Comprehensive Insurance: Health and life coverage for you and your family
Retirement Plan: Build your future with our retirement savings plan
Lucrative Bonus Plan: Enjoy a rewarding bonus structure subject to company or individual performance
Equity Program: Benefit from our equity program with additional options tied to tenure and performance
Career Growth: Explore new opportunities with our internal mobility program
Training: Access a range of workshops and courses designed to boost your professional growth and take your career to new heights
Pets: Bring your pets to our welcoming, pet-friendly offices