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IT Support Specialist

2 months ago

Stockholm, Stockholm, Sweden NuStartz Full time
Job Description

NuStartz is seeking a highly skilled IT Support Specialist to join our team in a challenging onsite role focused on providing advanced technical support to ensure the stability and performance of our client's IT infrastructure.

Key Responsibilities:
  1. Escalation Management: Manage complex technical issues that require advanced troubleshooting and resolution services, ensuring minimal disruption to our operations.
  2. 24x5 Response Readiness: Maintain constant readiness to respond to escalated issues, providing advanced troubleshooting and resolution services as needed, including during non-business hours.
  3. Issue Diagnosis: Conduct thorough and in-depth analysis of complex technical issues that Tier-1 support is unable to resolve, applying advanced knowledge and technical expertise.
  4. Resolution Implementation: Develop and implement solutions for escalated issues, ensuring system integrity and minimal disruption to our operations.
  5. Incident Documentation: Document all steps taken during the resolution process, including diagnosis, actions taken, and resolution outcomes, to ensure knowledge sharing and future reference.
  6. 24x5 Global Remote Support: Utilize remote monitoring tools to oversee our IT infrastructure, identifying and responding to potential issues in real-time.
  7. Proactive Support: Detect and address potential IT issues before they escalate, implementing preventive measures to maintain system stability and performance.
  8. Global Coordination: Work closely with our local IT teams across multiple time zones to ensure smooth support handoffs and continuity of service.
  9. Crisis Management: Be available to manage IT crises, coordinating with stakeholders to provide swift resolution and mitigate the impact on business operations.
  10. DHCP Management: Monitor DHCP scope utilization, add or remove reservations, and troubleshoot IP conflicts or lease issues to ensure seamless network connectivity.
  11. Ubuntu Server Reconfigurations: Modify server configurations using command-line tools, update firewall rules and user permissions, and install and configure software packages to optimize server performance and security.
  12. Jira Workflow Management: Create or modify issue types and statuses within Jira, set up automation rules for issue transitions, and assign permissions and roles within Jira workflows to streamline business processes.
  13. DNS Modification: Add or update DNS records (A, CNAME, MX, TXT) to point to new servers, troubleshoot domain resolution issues, and manage domain zones and subdomains to ensure accurate and reliable domain name resolution.
  14. Distribution List Creation/Management: Create and update distribution lists for teams or departments, update membership based on organizational changes, and troubleshoot issues related to email delivery within the lists.
  15. Basic VM Troubleshooting: Reboot unresponsive Virtual Machines (VMs), check and modify VM settings such as memory and CPU allocation, and troubleshoot network or storage issues affecting VMs.
  16. OneDrive Administration: Configure user permissions and access levels, resolve synchronization errors between devices, and manage data retention and recovery options to ensure data security.
  17. Managing Onboarding/Offboarding:
  18. Onboarding: Create user accounts in Active Directory, email, and other platforms; set up new hardware with necessary software and configurations; provide access to necessary applications, network drives, and folders.
  19. Offboarding: Disable or delete user accounts from all systems; retrieve company-owned hardware and wipe data to ensure security; reassign or archive emails and files as needed.
  20. Asset Management: Maintain an inventory of IT assets, including laptops, desktops, servers, and software licenses; track the location, status, and ownership of each asset; manage asset allocation and return processes to ensure accurate tracking and compliance.
  21. Laptop Refresh and Lifecycle Management: Develop and maintain a laptop refresh schedule based on hardware age, condition, and performance; coordinate procurement of new laptops and retirement of outdated ones; migrate data and settings from old laptops to new ones to ensure seamless transitions; handle warranty claims, repairs, and maintenance for laptops during their lifecycle.
Qualifications:
  • Bachelor's degree in information technology, Computer Science, or a related field: A degree in a relevant field is preferred.
  • 3-5 years of experience in IT support: At least 2 years of experience in a Tier-2 or advanced support role is required.
  • Experience with remote monitoring tools and global IT support operations: Proven experience in managing complex technical issues and providing advanced support services.
  • Proven ability to diagnose and resolve complex IT issues: Strong analytical and troubleshooting skills are essential.
  • Proficiency with DHCP, DNS, Ubuntu server management, and Jira: Proficiency in these areas is required.
  • Familiarity with Virtual Machines (VMs) and OneDrive administration: Familiarity with these areas is a plus.
  • Experience in onboarding/offboarding processes and asset management: Experience in managing IT assets and onboarding/offboarding processes is required.
  • Strong understanding of escalation management processes and 24x7 support environments: A strong understanding of escalation management and 24x7 support environments is essential.
  • Excellent documentation skills: Strong documentation skills are required, with a focus on detail and clarity.
  • Ability to collaborate effectively with global teams: Ability to work effectively with global teams and manage support across different time zones is required.
  • Strong crisis management and problem-solving skills: Strong crisis management and problem-solving skills are essential.
  • Excellent communication skills: Excellent written and verbal communication skills are required.