Job Scope

The IT Support Specialist is the single point of contact (SPOC) for all local IT matters, ensuring effective support across the organization’s applications (including SAP and non-ERP business-specific systems) and infrastructure (desktop, laptop, networking, and telecom systems).
This role is responsible for incident management, service coordination, and user satisfaction, while supporting infrastructure upgrades, business application rollouts, and continuous service improvements.
Shift work and on-call support may be required for Priority 1 & 2 incidents.

Key Dimensions

• Budget: No direct responsibility, but must track run-and-maintain costs through time reporting.
• Support coverage: Local business hours for normal operations; on-call mobile rotation for high-priority incidents.
• Application scope: SAP and non-ERP business-specific applications.
• Infrastructure scope: Desktop/Laptop fleet, network estate, telecommunications, and related hardware.

Principal Accountabilities

• Incident & Request Management
• • Receive, log, and track requests for support from end-users and service delivery staff.
  • Monitor progress of incidents and escalations, keeping stakeholders informed.
  • Conduct initial problem diagnosis and apply known solutions or escalate to specialized teams.
  • Update incident logs and knowledge base in line with ITIL standards.
• Customer Engagement & Service Coordination
• • Act as the SPOC for all local IT issues, ensuring user needs are understood and addressed.
  • Coordinate local escalations with global teams or external service providers.
  • Provide advice on available systems, products, and services.
• Application & Infrastructure Monitoring
• • Monitor applications and infrastructure performance, detect issues, and take corrective action.
  • Collaborate with development/support teams and software vendors to address known problems or deliver enhancements.
• End-User Support & Training
• • Assist users in effective use of desktop systems and applications.
  • Deliver end-user training on business applications upon request.
  • Participate in “transition to support” activities for new applications and updates.
• Vendor & Asset Management
• • Act as point of contact for third-party vendors (ISPs, hardware service providers) and ensure HSSE compliance.
  • Arrange preventive maintenance for IT equipment (servers, UPS, air conditioning, etc.).
  • Manage local IT stock levels and coordinate with business focal points for replenishment.
• Business Continuity & Security
• • Support disaster recovery and business continuity activities.
  • Ensure compliance with corporate IT security policies and standards.

Key Challenges

• Keeping technical skills aligned with evolving business application portfolio and infrastructure upgrades.
• Managing stakeholder relationships while constructively challenging for service improvement.
• Delivering results through virtual teams without direct authority.
• Operating effectively in a multi-application, multi-vendor environment.

Skills & Experience

Technical Support & IT Service Management

• 2–3 years’ experience in end-user IT support or help desk environments.
• Solid understanding of ITIL v4 processes and incident/problem management.
• Experience with ticketing systems and knowledge management tools.
• Strong troubleshooting, root cause analysis, and problem-solving skills.

Applications & Infrastructure

• SAP GUI and non-ERP business applications.
• MS Office 365 Suite, Teams, collaboration tools.
• Operating Systems: Windows Server (2016–2022), Linux, MS SQL Database.
• Networking & Telecom: Cisco/Aruba switches & routers, PABX.
• Security: FortiClient, Fortigate firewalls, IRM Security Compliance.
• Hardware: Lenovo desktops/laptops, Nutanix, Fortigate appliances.
• Middleware, application integration, application security, and data architecture knowledge.

Business & Soft Skills

• Fluent English (spoken and written).
• Strong interpersonal and customer service skills.
• Effective time management and ability to prioritize under pressure.
• Experience working in global/virtual and cross-functional teams.

Preferred Senior Profile

• Certification in a relevant technology area.
• Advanced troubleshooting and mentoring skills.
• Knowledge of ITIL and business processes in a similar industry.