Information Technology Support Specialist

ITC Infotech is a leading global technology services and solutions provider with expertise in business and technology consulting. We support clients across various industries such as Banking, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality by delivering digital solutions and leveraging deep domain knowledge from the ITC Group.

We are seeking an experienced On‑Site IT Support Specialist to provide hands‑on technical assistance and coordination. The ideal candidate will have strong technical skills, excellent communication, and the ability to work effectively in a corporate environment supporting executive users.

• Provide on‑site IT support to end users, including executives.
• Act as the point of contact and coordinator for IT support teams across European offices, ensuring consistent standards and best practices.
• Support the Customer Success Management team by handling operational tasks and reducing workload.
• Collaborate with internal teams to analyse support tickets, identify trends, and support automation opportunities.
• Assist in maintaining IT infrastructure, including basic networking and cybersecurity tasks.
• Document processes, provide user guidance, and ensure a smooth IT experience for employees.
• Provision of on‑site support at client locations, meeting defined scope of services.
• Swap out faulty hardware on end‑user devices at defined locations – replace with suitable, like‑for‑like substitutes.
• Perform site support service for technical support to end users at the desk‑side and client service desk.
• Handle power cycling (turning equipment on/off), toggling switches, and securing cabling connections.
• Observe, describe or report indicators or display information on devices to the Client Service Desk or technical teams.
• Enter provided commands in devices as instructed by the Client Service Desk.
• Work with third‑party engineers if necessary to resolve issues.
• Describe faults and issues to the Client or OEM 3rd line support.
• Re‑image end‑user devices where faults are diagnosed by the Client Service Desk.
• Restore end‑user data from the client network to replacement devices.
• Ensure backup processes on servers are completed successfully and report any errors.
• Conduct daily backup tape changes and report errors.
• Perform biannual IOS/Firmware upgrades on network LAN devices.
• Work with the client network team to resolve network infrastructure issues.
• Provide full‑time desk‑side engineering support at prescribed client locations.
• Operate within a flexible core 8‑hour day, Monday‑Friday, 8 am‑6 pm, including UK Bank Holidays.

• 6+ years of experience in IT Helpdesk / Technical Support roles.
• Proven experience supporting executives within a corporate environment.
• Strong communication and interpersonal skills, able to interact confidently at all levels.
• Knowledge of IT infrastructure, end‑user support, networking fundamentals, and basic cybersecurity practices.
• Experience coordinating across multiple teams and locations.
• Analytical mindset with the ability to assess support tickets and suggest improvements.
• Professional demeanor with a high level of reliability and discretion.

• Work ethic:
  Consummate professionalism.
• Aptitude:
  Ability to transition swiftly between projects without losing momentum.
• Communication:
  Excellent written and verbal skills for coordination across projects and teams.
• Impact:
  Critical thinker with an emphasis on creativity and innovation.
• Passion:
  Continuous hunger to learn and succeed.
• Leadership:
  Trusted, empathetic, accountable, and empowering to others.