IS Support Specialist

To strengthen our Local IS team, we are looking for an

                                                                                                                            IS Support Specialist

ROLE

The IT Support Engineer is responsible for delivering high-quality end-user support services to ensure a secure, reliable, and efficient IT environment. This role focuses on on-site and service desk support, endpoint lifecycle management, and user satisfaction, while actively contributing to continuous improvement initiatives. The position includes hands-on responsibility for Microsoft Intune and Windows Autopilot, supporting modern device management, provisioning, compliance, and security across corporate endpoints.

You will be responsible for the following tasks: 

End-User Support & Operations

• Provide on-site and remote technical support for laptops, desktops, printers, mobile devices, and videoconferencing systems
• Install, configure, maintain, monitor, and troubleshoot end-user hardware and software
• Escalate incidents and service requests according to agreed SLA’s.
• Coordinate with internal teams to resolve technical issues.
• Maintain accurate asset and configuration records (CMDB)
• Provide VIP and sensitive support requests following company governance

Service Desk Responsibilities

• Act as a single point of contact for IT incidents and service requests
• Log, categorize, prioritize, and resolve incidents using the ticketing system
• Perform first-level diagnostics and resolve issues at first contact when possible
• Monitor high-priority tickets and communicate status to users
• Manage end-user communications related to outages and maintenance

Microsoft Intune & Autopilot Responsibilities

• Manage corporate endpoints using Microsoft Intune
• Configure and maintain Windows Autopilot profiles for zero-touch provisioning
• Deploy applications, security policies, and compliance configurations
• Monitor and remediate non-compliant devices
• Support device lifecycle management including provisioning and decommissioning

Infrastructure & Systems Monitoring Responsibilities

• Ensure camera system hardware is operational and performing optimally at all times
• Monitor, maintain, and escalate issues related to camera system hardware failures
• Perform backup monitoring and ensure successful backup and recovery operations
• Support backup restoration and recovery activities as required
• Monitor Uninterruptible Power Supply (UPS) systems and escalate alerts or failures

End-User Education & Continuous Improvement

• Create and maintain user documentation and knowledge base articles
• Participate in user satisfaction surveys and improvement initiatives
• Contribute to continuous service and process improvements

Project Support

• Participate in IT projects as an end-user services subject matter expert
• Support device rollouts, migrations, upgrades, and go-live activities
• Assist with testing, documentation, and user readiness activities

PROFILE

• Strong customer service and communication skills
• Ability to prioritize and resolve issues efficiently
• Team collaboration and coordination
• Continuous learning mindset
• Results-driven and accountable
• Strong knowledge of Microsoft Windows client and server operating systems, Office 365 applications suite.
• Advanced knowledge of personal computers (Dell and Apple), Local Area and Wireless network, Virtual Private Network, telecommunications systems to include VoIP, voice mail and cell phones.
• Knowledge of virtualization platforms VMware and Hyper-V
• Knowledge of backup and Recovery solutions such as Veeam

• Knowledge of physical network operations, patch panels, network switches
• Cisco Call Manager and network administration, ip networking, vlans, firewalls
• Bachelor’s degree in Computer Science or Secondary education and computer certification and/or specialized vocational training required.
• ITIL foundation certification required
• Minimum 5 years of experience in IT operations and support required.

JOIN US:

Our success comes from our highly skilled and talented employees

Respectful entrepreneurship and a long-term vision are key for success

Our people contribute to a more secure world

Diversity at all levels of an organization is a strength

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SICPA Securink Corporation is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, national origin, age, protected veteran status, or disability status.  For more information on or to view our EEO policy, please contact Human Resources.

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