IT Support Specialist

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.

Now, we're looking for talented individuals to join our team and make a difference.


About the role


The primary roles and objectives of the IT Support Specialist are:

• Deliver timely and effective day to day technical support to end users, ensuring minimal disruption to business operations.
• Maintain accurate and up-to-date technical documentation, including configuration guides, installation procedures, and knowledge base articles.
• Ensure high availability of computer systems in alignment with agreed service levels, meeting end-user support expectations and receiving positive stakeholder feedback.
• Provide basic technical support to IT requests and incidents related to back-end Infrastructure when and where required.

This is a full-time Monday to Friday role based out of our Houston office. The hours are 8:00 am until 5:00 pm.


Key responsibilities


• Provide day-to-day technical support for end user hardware, software, and application issues.

• Install, configure, troubleshoot, and resolve problems related to laptops, desktops, operating systems, applications, printers, and other peripherals.

• Manage and update the Service Now ticketing system to log, track, and resolve incidents and service requests efficiently.

• Provide Level 2 support for incidents escalated by the Service Desk, ensuring timely and effective resolution.

• Provide basic Infrastructure and Systems Administration support under the guidance of the Infrastructure Team.

• Maintain accurate and up-to-date inventory records of IT assets in Service Now, including hardware, software licenses, peripherals, and associated services.

• Collaborate with vendors and the corporate IT team to resolve complex IT issues and fulfil service requests.

• Execute IT related tasks for employee onboarding and offboarding processes effectively.

• Fulfil IT service requests in accordance with defined processes and procedures as directed by the IT Director.

• Maintain and update SharePoint with relevant IT support documentation and user guides.

• Assist the IT Director in project implementation and delivery of new IT initiatives.

• Proactively keep the IT Director informed on IT service performance, highlight any service interruptions, and ensure user concerns are appropriately escalated for timely resolution.

• Prioritize IT support tasks based on business impact and urgency.

• Perform root cause analysis for recurring or high impact technical issues affecting users or business operations and implement preventive measures to avoid future occurrences.

• Maintain accurate and up to date technical documentation, including configuration guides, installation procedures, and knowledge base.

• Liaise with external vendors and service providers for backend support and issue resolution.

• Support the IT Director during project implementation and new initiative roll outs.

• Actively contribute to group level IT initiatives and projects, ensuring effective local implementation and alignment with group standards.

• Provide guidance and training to end users on best practices and effective use of IT tools.

• Provide technical support to field users or remote offices using remote tools.

• Assist in software deployment, patch management, and updates as part of the IT operations lifecycle.

• Participate in change management activities, ensuring documentation and proper approval processes are followed.

• Drive automation and digitization of manual processes, including conversion of paper-based forms and Excel-based workflows into digital, automated, and scalable solutions to improve operational efficiency.

• Lead and execute end-to-end IT projects as assigned by the IT Director, ensuring successful delivery from initiation through implementation, adoption, and closure in alignment with business requirements.


About you


Required Work Experience

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