IT Support Specialist - Richemont - Istanbul

Job description

About the Role

We are seeking a motivated and customer-focused IT Support Specialist to join our IT team. You will be responsible for providing high-quality technical support to our team and end-users, ensuring that IT issues are diagnosed and resolved efficiently, maintaining a productive and reliable IT environment.

Key Responsibilities

              • Network Support

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· Troubleshoot WAN and LAN connectivity issues.
· Monitor LAN and WAN performance and identify areas for improvement.
· Implement LAN upgrades and security patches.

              • Incident Management

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· Respond to IT support requests via phone, email, and ticketing systems.
· Log, categorize, prioritize, and track incidents and service requests in the helpdesk system (e.g., ServiceNow).
· Provide initial troubleshooting and technical support for hardware and software issues.
· Resolve common IT issues, including network connectivity, email, software applications, hardware malfunctions, and operating system problems.

              • Customer Support

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· Deliver excellent customer service to our internal users, ensuring professional, polite, and clear communication.
· Assist users with password resets, software installation, and general IT inquiries.
· Maintain a friendly and approachable demeanor while troubleshooting technical issues.

              • Escalation & Collaboration

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· Escalate unresolved or complex issues to global L3 support teams.
· Collaborate with other IT L1 and L3 team members globally to ensure timely resolution of technical issues.

              • Documentation & Knowledge Management

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· Update and maintain the internal Asset Database, support documentation, procedures, and troubleshooting guides.
· Create knowledge base articles for common IT issues and solutions.
· System Monitoring & Maintenance:
· Monitor IT systems and infrastructure for performance and availability, logging incidents and escalating issues as necessary.
· Assist in routine site and system checks and other maintenance tasks.

Skills;

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· Proven experience in an IT support role, preferably in a corporate environment.
· Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
· Solid knowledge of IT systems, hardware, and software.
· Proficiency with Microsoft Office Suite, Windows OS, and Active Directory.
· Experience with ServiceNow or other ticketing systems and helpdesk software.
· Bachelor’s degree or Associate degree in a related field and 2-5 years of experience in the related field.

Offers “Richemont”

Job description