About the role

IT Support Specialist providing technical support for hardware and software in a hybrid environment. Engaging with users and managing IT equipment for various office needs.

Responsibilities

Providing direct IT end-user support for office-based and remote users, resolving technical issues and providing technical assistance for hardware and software on Microsoft Windows, Apple MacOS and UNIX machines.
Providing technical support for peripherals, networking devices, audio/video equipment and other office IT equipment.
Logging and documenting all events and changes in our ticketing system and keeping documentation up to date.
Setting up new computer systems and reinstalling machines.
Operating systems and software upgrades on end users’ machines and other hardware.
Liaising with HR and office administration to handle the onboarding of new employees from an IT perspective and the offboarding of departed employees.
Collect and store IT equipment for departed employees, keeping IT storage organised.
Procure IT equipment, peripherals and software required by the company, following Altenar procurement procedures.
Maintaining stock levels of equipment.
Keeping the hardware, software and subscription asset list updated.
Provide technical training to employees.
Proposing improvements and working on associated tasks.
Ensuring the timely resolution of blockers to the operation.
Escalating concerns to management to work on solutions.
Being driven in your work with little supervision.
Having a strong sense of duty and exercising the duty of care beyond the immediate fix.
Being trustworthy and accountable in the handling of company data and physical assets.

Solid understanding and troubleshooting of computer system hardware, components and peripherals.
Understanding and troubleshooting of Microsoft Windows and Apple MacOS operating systems in a domain-based environment.
Experience in installing, configuring and maintaining end-user software installations.
Solid understanding of basic TCP/IP networking, IPv4 addressing and Domain Name System (DNS) as used internally, besides publicly.
Appreciation of key IT security concepts.
Familiarity with various collaboration tools/cloud-based platforms and the ability to work with teams to organise these tools to maximise productivity.
Calm, organised, patient disposition, and happy to work with other technical users in a respectful environment.
Taking ownership of the tasks, being able to work on own initiative and having a good sense of teamwork and knowledge sharing.
Strong analytical problem-solving skills and good customer relationship skills.
Willingness to learn new technologies.
Technical diploma in a related field.
Good communication skills (spoken/written) in English is a must. Spoke/written communication skills in Spanish and/or Portuguese are an asset.
Clean background.