IT Support Specialist

Purpose

This role is responsible for addressing all IDEMIA IT related issues in accordance with the relevant service-level agreements and cooperating with technical teams to ensure customer satisfaction.

• Solves and documents Level 1 and sometimes Level 2 IT needs of users and productive operations associated with a ticket
• Supports the installation and maintenance of operating systems, software and applications within the right standards and processes
• Manages communication with internal and external customer from the point of raising request to the resolution in partnership with other departments
• Assists external providers or vendors during certain IT activities and ensures they work in compliance with the company standards
• Manages IT assets (computer and communications equipment, servers, and licenses)
• Manages and coordinates access to IT tools while ensuring compliance with security standards
• Gives support to the server infrastructure, virtualization, communications, and security to guarantee its availability
• Manages complex and major issues and tasks
• Proposes and implements improvement ideas
• Provides training to end users and transfers knowledge to other IT members
• Works with full autonomy