Local IT Support Lead

We are looking for a hands-on, service-oriented IT professional to support our growing hub and ensure a seamless IT experience for employees. This role combines Level 1 Service Desk support with local IT ownership, making you the key IT point of contact on-site while collaborating with global IT teams.

ROLE

•    Provide first-line IT support to internal users via phone, email, chat, or ticketing system
•    Log, classify, prioritize, and follow up on incidents and service requests using ServiceNow (or equivalent tool)
•    Troubleshoot issues related to:
o    Windows and macOS devices
o    Microsoft 365 applications (Teams, Outlook, OneDrive, etc.)
o    Hardware (laptops, printers, peripherals)
o    Network connectivity and basic VPN issues
•    Ensure high-quality communication and positive user experience throughout the support process
•    Escalate unresolved issues to Level 2/3 support teams following ITIL best practices
•    Act as the local IT point of contact, coordinating incidents and service requests with global IT teams
•    Ensure stable and secure connectivity between the local site and the company’s global network
•    Manage end-user devices and workplace technologies (laptops, mobiles, peripherals, videoconferencing systems)
•    Operate and maintain local IT infrastructure (network equipment, local services if applicable)
•    Coordinate with local vendors and providers (internet, telephony, hardware)
•    Enforce global IT security policies and standards at site level
•    Participate in global IT projects and rollouts, ensuring effective local implementation
•    Maintain accurate IT asset inventory and support local IT budgeting
•    Represent the company during internal and external audits (ISO, SOC, customer audits
•    Support onboarding and offboarding processes (device preparation, account setup, etc.)
•    Contribute to knowledge base documentation and continuous improvement of support procedures
•    Drive a continuous improvement mindset to enhance efficiency and service quality

PROFILE

•    Bachelor’s degree in IT, Computer Science, or equivalent experience
•    3–5+ years of experience in IT operations, site IT, or local IT management
•    Solid knowledge of: Windows environments and end user computing, Networking fundamentals (TCP/IP, DNS, DHCP), IT service support and troubleshooting, ITIL processes
•    Experience working with international or global IT teams is a strong advantage
•    Strong service and customer orientation
•    Ability to work autonomously in a small site environment
•    Good communication and coordination skills
•    Structured, reliable, and security aware
•    Comfortable working in English in an international context
•    English and Albanian – Fluent. French is a plus 

JOIN US !

•    Join a global leader in trust technologies with a mission that matters.
•    Be at the strategic heart of a financially sound and innovation-driven company.
•    Collaborate with high-level experts and work on impactful international projects.
•    Operate in a multi-cultural, high-integrity environment where autonomy and ownership are encouraged.

We offer an exciting and challenging role, with great potential for personal development within a unique organization in a fascinating and fast-growing industry. Your file will be handled with upmost confidentiality and discretion.