IT Support Technician IT & Systems

About the job

Shape the future of ARaymond as part of our global IT Support Community. Join a team at the core of our daily operations, where your work ensures smooth and reliable IT experiences for colleagues across the organization.

In this role, you will deliver high-quality IT support services that help us meet our defined service level commitments. Your mission includes providing professional assistance to end users on hardware, software, applications, network permissions, and user management within a Microsoft-based environment. You will also take responsibility for tasks such as installing and configuring hardware, advising users on IT‑related matters, and managing incoming requests through our ticketing system.

Your contribution will help keep our digital workplace running efficiently and empower our teams to perform at their best.

• Taking ownership of user issues and proactively troubleshooting.
• Supporting installation, configuration, and usability of desktops, mobile devices, peripherals, and software.
• Understanding, reproducing, and diagnosing reported technical incidents.
• Documenting incidents and resolutions in the ticketing system and escalating when required.
• Participating in and leading assigned project tasks.
• Coordinating activity with external vendors.
• Collaborating with other IT communities to resolve technical issues.
• Installing and configuring network devices and printers.
• Working with regional and international teams across the ARaymond Network.
• Participating in a monthly 24/7 on‑call rotation.

• IT ‑ related degree or equivalent professional experience.
• Strong background in both onsite and remote user support (3+ years).
• Advanced knowledge of computer hardware and software troubleshooting.
• Proven experience configuring and supporting Windows 11, standard Microsoft applications (Edge, Office, Microsoft 365 apps, One Drive), Active Directory, Entra, Exchange/Outlook, Teams, Intune, and GPO.

Solid technical understanding of desktops, laptops, printers, end‑user peripherals, network and mobile devices.

• Excellent interpersonal skills with a strong customer‑service mindset.
• Ability to analyze issues, weigh risks and benefits, and develop effective, creative solutions.
• Strong organizational and time‑management abilities, with clear verbal and written communication skills.
• Collaborative team player with a willingness to learn and grow.
• Fluency in English required, Spanish language skills are a plus.