
IT Support Specialist
4 hours ago
At JSS Associates, we are seeking a highly skilled IT Support Specialist to join our team in Sweden. The ideal candidate will possess a comprehensive understanding of PC hardware, software, operating systems, directory services, printing, and applications.
Key Responsibilities:
- Application Support: Manage and support all applications installed on computers. For global applications, coordinate with the second-level support team to resolve issues.
- PC Management: Oversee desktop and laptop installations, schedule upgrades and refreshes, and perform assessments of existing systems, software, data, and printer configurations prior to upgrades, ensuring alignment with organizational standards.
- Printer Support: Provide support for all printers, including network configuration, driver installation, and coordination with vendors for setup and repair of faulty devices.
- Device Configuration: Install and configure desktops, laptops, mobile devices, peripherals, and related software.
- Technical Expertise: Demonstrate a strong understanding of Windows 10/11, Android OS, macOS, MS Office, basic LAN/WAN issues, Wi-Fi configuration, application software configuration, VOIP phones, and software installations.
- User Support: Provide onsite and remote technical assistance to end-users, addressing and resolving technical issues promptly.
- Ticket Management: Manage the ticket queue, ensuring tickets are resolved and closed within defined service level agreements. Respond to end-user requests for updates and follow up as necessary.
- Documentation: Develop standard configurations and documentation, including installation and configuration procedures (KB/KEDB and SOPs).
- Vendor Coordination: Collaborate with vendors for end-user support, including coordinating with hardware vendor technicians for warranty repairs or replacements.
- Collaboration: Work with Level 3 support groups and project teams to enhance service delivery, maintenance, and upgrades.
- Event Support: Provide IT support for on-site or off-site events and meetings, including site setup and coordination with venue IT/AV contacts.
- Disaster Recovery: Offer IT support for disaster recovery and respond promptly to emergency situations at local sites.
- Office 365 Support: Maintain a good understanding of Office 365 and related support activities.
- Active Directory Management: Manage Active Directory user and group configurations, DNS, Group Policy, networking, and firewall settings.
- Incident Management: Provide second-line technical support, managing incidents and problems effectively through the service desk tool.
- Process Adherence: Work within SLAs and adhere to ITIL processes.
- Communication: Exhibit effective written and verbal communication skills.
- Stakeholder Management: Demonstrate strong interpersonal skills to manage multiple stakeholders, including users, senior management, IT teams, project teams, and vendors.
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