End User Support Technician

Job Responsibilities:

• Provide advanced technical support to end-users across the organization, troubleshooting hardware, software, and network issues.
• Resolve escalated tickets from Level 1 support, ensuring timely and effective solutions.
• Maintain documentation of support processes, troubleshooting steps, and resolutions.
• Serve as the primary point of contact for all technology-related issues and requests from C-Suite executives.
• Ensure high-priority issues are addressed promptly and professionally, maintaining a focus on executive satisfaction.
• Conduct periodic technology reviews and provide recommendations for improvement based on executive feedback and emerging technologies.
• Communicate effectively with end-users and executives, providing clear and concise instructions and updates.
• Collaborate with cross-functional teams including IT, Security, and Operations to address complex issues and ensure seamless service delivery.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent work experience).
• Minimum of 4 years of experience in end-user support roles, with a strong emphasis on Level 2 support and executive support.
• Excellent communication skills in English (additional European languages a plus).
• Proven ability to handle high-pressure situations with professionalism and diplomacy.
• Technical proficiency with Windows and macOS operating systems, Microsoft Office Suite, networking fundamentals, and mobile devices.
• Certifications such as CompTIA A+, Microsoft Certified Professional (MCP).