IT Support Coordinator

The Client Services – IT support Coordinator is responsible for providing support to end users on a variety of issues.  It is a combination position of Help Desk Support and Network/Server Maintenance and support. The job holder will monitor and maintain the computer systems and networks of the organization as a member of a self-managed team for the EMEA region. The IT Support Coordinator’s role may span one or more areas of expertise and may work within first or second-line support. The work is as much about understanding how information systems are used as applying technical knowledge related to computer hardware or software.

• Installs, configures, maintains, analyzes, troubleshoots, and repairs computer systems, hardware, operating systems, applications and computer peripherals. 
• Documents, maintains, upgrades or replaces hardware and software systems.
• Supports and maintains user account information including rights, security and systems groups.
• Identifies, documents, researches, and resolves technical problems.
• Responds within agreed time limits to Global Support requests from telephone Help Desk system, calls, email and personnel requests for technical support and talks clients through a series of actions to help set up systems or resolve issues;
• Documents, tracks, and escalates support issues in Help Desk Ticket system and monitors the problem to ensure a timely resolution.
• Works continuously on a task until completion (or referral to third parties, if appropriate);
• Prioritizes and manages many open cases at one time;
• Rapidly establishes a good working relationship with clients and other professionals.
• Works with and supports other IT support Personnel in a Global team environment.
• Monitors and maintains computer systems and networks;
• Supports the roll-out of new applications;
• Sets up new users' accounts and profiles and deals with password issues;
• Takes an active part in the test and evaluation of new technologies;
• Undertakes travel to countries within the EMEA region on a regular basis as required
• Other reasonable duties as assigned.
• OE/Lean

Actively participate in the implementation of sustainable improvement processes, such as 5S, Kaizen, Daily Management Control, Standard Work and Problem Solving.

Position Demands

Knowledge: Must have at least 4 years of experience working in a PC Support environment. Must have detailed knowledge of MS Windows (et, al), Microsoft Office Suite, Lotus Notes, Internet, VPN, and have experience in PC support.  Must be familiar with personal computer hardware in a break/fix environment and local area networking concepts.  

Employee must have exemplary communication (both oral and written), skills.  Must be a highly motivated self-starter, with outstanding interpersonal skills and the ability to work independently and take ownership of a process.  Must be able to work in a team matrix environment, encouraging information sharing and knowledge seeking, and must possess business skills and have the ability to transfer these skills to others.

Employee must be a self-starter with good communication, interpersonal, team, and problem solving skills; strong customer service skills; able to sense and respond appropriately to the feelings, needs and concerns of others.  Proven ability to gather critical information and the ability to quickly diagnose problems and provide an immediate solution or escalate the problem to the accountable technical resources for a solution definition, ensuring that the support process loop includes communication back to the customer.

The employee is expected to be self-directed, take initiative and be persistent when appropriate to accomplish necessary duties and keep busy without prompting.  Additionally, the employee is expected to be adaptable/flexible to changing work assignments, analytical, organized and detail-oriented, perform multiple tasks at once, compose correspondence and other documentation in a professional manner, express ideas constructively, actively listen to others, manage time effectively and efficiently to meet deadlines, learn and memorize procedures, display a cooperative attitude, read, understand and follow all company, job specific and safety policies/procedures, and attend/use all required training.

Travel: Travel may occur domestically and internationally as required approx.25% to 50%

Skills & Abilities:

• The Client Services – IT support Coordinator will need to show evidence of the following:
• the ability to think logically;
• a good memory of how software and operating systems work;
• excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution;
• the ability to work well in a team;
• problem solving skills;
• a strong customer focus;
• the ability to prioritize his/her workload;
• attention to detail.

• Atractive salary
• work in well-known multicultural company
• medical benefits