IT Support Specialist - Events & VIP Users

What are your contributions to the team?

• Support the VIP/Gold users on day-to-day IT issues, being a primary point of contact to resolve IT issues in real time.
• Provide support on technology platforms like Microsoft, Adobe, Intune, MECM and Apple.
• Collect all essential technical information pertaining to issues, analyze, troubleshoot, and escalate to an SDM/Manager when necessary.
• Be responsible for diagnosing and repairing EUC issues, installing, and configuring hardware and software as required and ensuring optimal performance.
• Be responsible to support IT events and enable necessary IT setup as required by business.
• Proactively reach out to different business support teams for effective collaboration on IT events.
• Complete all VIP/Gold incident and requests within agreed SLA.

How to thrive in this role?

• You have a degree or diploma in a relevant field of Information Technology or relevant experience
• You have 8-10 years’ work experience in providing VIP/Gold technical support.
• You have good understanding of ITIL and Service Now platform.
• You have relevant experience in supporting IT events.
• You have excellent communication skills in both French and English.
• You have excellent customer service skills with a key focus on helping end users.
• You have strong problem-solving skills and adaptability to learn quickly in a changing environment.
• You have good interpersonal and communication skills with the ability to work effectively with a wide range of individuals in a diverse community.