Provide support to internal users, resolving their IT support requests and service needs
Maintain the technology environment in compliance, in partnership with IAM, Information Security, and DevOps teams
Collaborate within a high-quality service center focused on excellent user experience, strong governance practices, and modern, effective processes
Drive incident reduction by participating in root cause analyses, continuous improvement initiatives, documenting technical procedures, and proposing automations and applications for artificial intelligence
Support a self-service approach, empowering users to initiate their own requests and accelerate resolution of their needs

Proven experience in Service Desk teams
Experience handling support operations and critical requests for a large user base
Experience in user support, incident investigation, and resolution
Experience with MDM systems such as Intune for standardizing and automating support tasks
Advanced knowledge of the Windows 11 operating system
Knowledge of end-user hardware
Familiarity with technical solutions such as updates, drivers, OS performance tuning, and log analysis for diagnostics
Understanding of access management best practices
Experience with Microsoft tools such as AD, Entra ID, Intune, and Microsoft 365

Technical Support Specialist

Key skills