It support specialist remote

Nivoda’s IT Support Specialist will be responsible for delivering customer-focused first and second-line ICT support to over 200 employees (and growing!). This role entails offering expert assistance with end-user hardware and software, promptly addressing incidents and service requests, and delivering valuable guidance on IT-related matters. The successful candidate will work closely with the CTO to maintain a high level of service and satisfaction across the organization. What you’ll do: Ownership of first and second line IT support and service requests focusing on resolving incidents effectively and escalate to third line support, when necessary, to manage users’ expectations. Report faults, where appropriate, to third party companies and manage any repairs or changes undertaken by third parties. Ensure the faults are repaired to quality and expectations. Order equipment for new hires, and onboard staff individually or in groups and equip them with the skills, knowledge and confidence to make effective use of IT systems and services. Manage suppliers and contractors in delivering IT products and services to support the implementation of IT systems. Enforce IT policies, procedures and standards and escalate any breaches or non-compliance to the CTO. Stay abreast of service desk software upgrades new releases/developments and to support the CTO on recommendations for processes, system changes and incident management arrangements. Support ICT Infrastructure projects relating to end user devices and technology by investigating and testing potential new technologies based on knowledge of user needs to support recommendations. What you’ll need: 2 years of experience in IT Support Proven experience in a similar IT support role (supporting a global and remote user base is a plus!). Strong knowledge of Atlassian (Confluence, Jira, and Atlas), Google Workspace, and Slack. Excellent troubleshooting and problem-solving skills. Effective communication and interpersonal skills. Ability to work independently and as part of a team. IT certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are advantageous. Nice to haves: Experience in a start-up environment. Experience working in a multi-site infrastructure. Experience supporting home-based and mobile staff. Job Type: Full-time