-Senior IT Specialist

• Service Desk:
• Track, monitor, and control the service desk system, ensuring its efficiency and effectiveness.
• Provide first and second-line technical support for end users, resolving their issues efficiently.
• Technical Expertise:
• Oversee day-to-day IT operations, including user and access rights management.
• Monitor IT infrastructure health and performance, identifying and resolving potential issues.
• Review scheduled tasks to ensure they function as intended and deliver expected outcomes.
• Software & System Management:
• Install, configure, and upgrade operating systems and software, including standard business and administrative packages.
• Modify specific applications to meet the needs of operational departments.
• Hardware & Asset Management:
• Make recommendations for hardware and software purchases, considering user needs and justifying equipment.
• Manage IT assets, ensuring proper tracking and inventory control.
• Network & Security Administration:
• Oversee the health and security of firewalls, Active Directory (AD), networks, and call center servers/connections.
• Implement security best practices and procedures to safeguard sensitive data.
• Service Improvement & Reporting:
• Continuously evaluate and suggest improvements to IT services and controls.
• Generate logs and reports for tracked IT services, providing valuable data for future planning.

Qualifications:

• Proven experience in a technical support role, ideally within a service desk environment.
• Strong understanding of IT service management principles and methodologies (ITIL preferred).
• Excellent problem-solving and analytical skills with a knack for troubleshooting technical issues.
• Strong communication and interpersonal skills, with the ability to build rapport with users.
• Proficiency in relevant IT tools and technologies, including operating systems, network administration tools, service desk software, Odoo ERP knowledge, VoIP solutions, Firewall, and open-source software.