IT Support Specialist / Engineer

About SGS

SGS is a globally recognized leader in testing, inspection, and certification services, renowned for its commitment to sustainability, quality, and integrity. The company boasts a workforce of approximately 99,600 employees distributed across 2,600 offices and laboratories worldwide, all aiming to foster a safer, more connected environment.

Role Overview

We seek an IT Support Specialist / Engineer dedicated to delivering day-to-day technical assistance to ensure the company's IT infrastructure operates securely, reliably, and efficiently. This position involves supporting personnel both on-site and remotely by resolving technical issues, maintaining IT hardware and software, and facilitating user onboarding and access control. The job suits an individual who thrives on troubleshooting and enjoys direct interaction with users to resolve IT challenges.

Key Responsibilities

• Deliver prompt IT support via tickets, phone calls, emails, and face-to-face interventions.
• Diagnose and fix problems related to hardware, software, operating systems, applications, printers, networks, and VPN connections.
• Handle installation, configuration, updates, and maintenance of computers, mobile devices, peripherals, and other IT assets.
• Prepare IT devices, set up user accounts, and install software for new hires and existing employees.
• Administer and support Microsoft 365, Windows operating systems, Active Directory (AD/AAD), and user permissions.
• Oversee basic network components such as servers, wireless setups, firewalls, and VPN infrastructure.
• Enhance IT security by managing patches, controlling access, employing malware defenses, and enforcing security policies.
• Maintain detailed records including support tickets, technical documentation, knowledge base articles, and IT databases.
• Provide guidance and training to staff regarding proper use of IT resources, software, hardware, and organizational IT policies.
• Escalate complex problems to senior IT staff or external service providers and ensure their resolution.
• Participate in evaluating and integrating new IT technologies and equipment aligned with business needs, efficiency, and cost-effectiveness.
• Explore opportunities to implement AI tools and digitalization to enhance IT support services and streamline business processes.

Qualifications and Experience

• A bachelor's degree in Computer Science, Information Technology, or a related discipline is desirable.
• Professional certifications are advantageous, including CompTIA A+, Network+, CCNA, Microsoft 365 Fundamentals, ITIL, relevant Microsoft/Azure certifications, or cybersecurity credentials.
• Two to three or more years of practical experience in IT Support, Helpdesk, Desktop Support, System Support, or a related capacity.
• Comprehensive understanding of Windows OS and Microsoft 365 environments.
• Proficient knowledge of Active Directory and Azure Active Directory user and access management.
• Solid grasp of networking concepts such as TCP/IP, VPNs, Wi-Fi, firewalls, Layer 2 switches, and SD-WAN.
• Experience with Windows Server and fundamental server maintenance.
• Familiarity with remote support utilities and IT ticketing platforms.
• Strong abilities in troubleshooting, problem resolution, and clear communication with non-technical users.
• Excellent skills in customer service, communication, organization, and time management, with the ability to juggle multiple requests and prioritize urgency effectively.

Additional Desired Skills

• Awareness of Microsoft Azure and cloud computing services.
• Basic skills in SQL or database administration.
• Understanding of cybersecurity principles and Information Security Management Systems (ISMS).
• Experience integrating AI technologies and supporting digital transformation projects.
• Capability in creating and managing IT documentation and knowledge resources.