****No Third Party Recruiters**** ****Applicants must be Authorized to work in the USA****

We are a global organization with operations in the USA, Europe, South America, and Japan. Our IT Infrastructure team is dedicated to delivering exceptional technology solutions that enhance the end-user experience and enable business success. We prioritize user satisfaction, efficiency, and innovation in all aspects of IT service delivery.

Role Overview

The ITSM Support Engineer will focus on improving the end-user experience by managing and supporting our IT Service Management (ITSM) platform and providing Tier 1/2 support. This role will also take ownership of user onboarding and offboarding processes, ensuring seamless transitions for employees. The ideal candidate will have a user-centric approach, strong problem-solving skills, and experience in ITSM systems. The position includes working directly with local End User Experience team members to ensure high-quality service delivery.

Key Responsibilities

• Provide Tier 1/2 support to end users, ensuring timely resolution of IT issues and requests.
• Administer and maintain the ITSM platform, Zoho ServiceDesk+, including configuration, updates, and reporting.
• Handle user onboarding and offboarding processes, including account creation, permissions, and hardware setup.
• Collaborate with IT teams to improve service delivery processes and documentation.
• Monitor and analyze ITSM platform metrics to identify trends and opportunities for improvement.
• Develop and deliver training materials to enhance end-user adoption of IT tools and processes.
• Work directly with local End User Experience team members to address user needs and enhance support strategies.
• Ensure compliance with IT policies and standards in all support activities.
• Document solutions and best practices to expand the IT knowledge base.
• Act as a liaison between end users and higher-level support teams, escalating issues as necessary.

Qualifications

Required Skills and Experience:

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in IT support or a related role.
• Proficiency in managing ITSM platforms, specifically Zoho ServiceDesk+.
• Strong understanding of end-user support principles and practices.
• Experience with user account management in systems such as Microsoft 365 or Active Directory.
• Excellent troubleshooting and problem-solving skills.
• Ability to manage multiple tasks and prioritize effectively.

Preferred Skills:

• Certifications such as ITIL Foundation.
• Experience in scripting or automation tools for IT processes.
• Familiarity with endpoint management tools such as Intune.
• Knowledge of onboarding/offboarding best practices in a corporate environment.

Personal Attributes

• Strong communication and interpersonal skills.
• Empathy and a user-first mindset.
• Detail-oriented with a commitment to quality.
• Ability to work collaboratively in a team environment.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional development and certification.
• Collaborative and inclusive work environment.
• A chance to make a meaningful impact on the end-user experience.