IT Support Technician (Level 2) at NSF International

About the job

We are looking for a IT Support Technician (Level 2) to join our global IT User Support team, reporting into the Regional Site Support Manager for EMEA. In this role you will monitor and process incidents and requests by reaching resolution while modeling superior customer service by exhibiting excellent written and verbal communication, using strong problem solving and analytical skills while working in a fast-past environment.

What you will be doing:

• Be subject matter experience in a technical area: window-based computer OS, software and hardware support
• Monitor and process incidents and requests as per core operational practices
• Support the Infrastructure and Software development teams as necessary in the deployment of new software, PC’s or infrastructure changes
• Reach resolution of tickets based on best practices and KPI’s
• Prioritize and log support issues by continuously updating all action taken with end user
• Maintain IT User Support practices, processes and technical documentation, and knowledge base
• Develop effective relationships with internal and external contacts and work well within a team

The candidate we are looking for:

• Bachelor’s degree or relevant experience in lieu of a degree
• A recognised IT qualification such as CompTIA A+ OR N+
• Experience analysing hardware/software malfunctions and diagnose root cause
• Experience with allocation and maintenance of IT equipment
• Demonstrated knowledge and implementation of core operational practices
• Able to demonstrate a technical, logical thought process
• Able to stick to strict deadlines
• Ability to prioritise and delegate where required
• A keen eye for detail