Information Technology Support Specialist

Who We Are?

ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. The company provides technology solutions and services to enterprises across industries such as Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality, through a combination of traditional and newer business models, as a long-term sustainable partner

.

What we are looking for?

We are seeking a professional and experienced On-Site IT Support Specialist to provide hands-on technical assistance and coordination. This role requires a candidate with strong technical acumen, excellent communication skills, and the ability to operate effectively in a corporate environment supporting executive users.

In addition to providing local support, the individual will act as a regional coordinator for IT support staff across Europe, helping to establish procedures, streamline operations, and contribute to automation initiatives.

Key Responsibilities

• Provide on-site IT support (hands & feet) to end users, including executives.
• Act as the point of contact and coordinator for IT support teams across European offices, ensuring consistent standards and practices.
• Support the Customer Success Management (CSM) 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, with suitable skills to meet the defined Scope of Services
• Swap out of faulty Hardware End User Devices at defined locations – replacing faulty hardware with a suitable, like-for -like substitute Manned sites only
• “Site support” service for technical support to End Users at the desk-side and the client Service Desk
• Power cycling (turning equipment on / off)
• Toggling a switch, pushing buttons
• Securing cabling to connections
• Observing, describing or reporting on indicators or display information on devices to client Service Desk or technical teams
• Entering provided commands in devices as instructed by the client Service Desk
• Basic observation of the device and work area
• Working with third party engineers if necessary
• Resolve obvious faults or anomalies
• Describe faults and issues to client or OEM 3rd line support
• Re-imaging End User Devices where faults are diagnosed by the client Service Desk for sites with vendor on-site engineering
• Restoring End User data from the client network to replacement devices (Manned sites only reconnecting printer Hardware to the client network
• To ensure that back-up on servers completed successfully to a client managed, prescribed process Manned sites only and to report any errors back to client SD
• Daily back-up tape changes Manned sites only and to report any errors back to client SD
• Time & materials – consumable items and ad hoc repairs on Third Party equipment on a Reasonable Endeavor basis. Vendor will provide a Desktop Engineer as per the description in appendix 2. Once the ticket has been assessed by the Vendor IM then it will be referred to 1L-Service desk for approval to proceed -with costs of any parts and labor- also indicating if the call will be progressed by a vendor technician or a Vendor third party. Once approved the call-out will be progressed and the client Service desk updated until resolution. The billing will be included in the quarterly chargeable ticket consolidation report detailing the incident reference number and a summary of the issue.
• Biannual IOS/Firmware upgrades to network LAN devices.
• Working with the client network team to resolve network Infrastructure issues in collaboration with client teams- Manned sites only other than under LAN support
• Provision of Full-time Desk-side Engineer at prescribed client locations
• Skillset will be a Desktop / Key skilled support engineer with at least 12 months experience in standard End User device hardware and COTS software in a customer facing role.
• Engineer will take “tickets” [Incidents & Requests] from the client Service Desk via client Service toolset; where client Tickets are not raised the Engineer will retrospectively log Tickets via client Service Desk
• Engineer to be experienced in Services as mentioned in respective section below
• Engineer to be familiar and experienced in Technologies as per respective Section of this Service Specification.
• Backfill cover (replacement similar skilled Vendor Desk-side Engineer) will be provided for planned absence cover for up to 25 days per annum. Additionally, backfill cover will be provided for absence due to off-site training and any sick leave.
• Desk-side Support Engineer to support End User specific Hardware and Software including Tablet and Smartphone in conjunction with client Service Desk

Required Skills & experience:

• 4–6 years of experience in IT Helpdesk / Technical Support roles
• Proven experience in IT support or technical operations within a corporate environment, preferably supporting executives.
• Strong communication and interpersonal skills, with the ability to interact confidently at all levels of the organization.
• Knowledge of IT infrastructure, end-user support, networking fundamentals, and basic cybersecurity practices.
• Experience coordinating across multiple teams and locations is a strong plus.
• Analytical mindset with the ability to assess support tickets and suggest improvements.
• Professional demeanour with a high level of reliability and discretion.
• Fluency in English language.

Our X-Factor

• Work ethic: You are a consummate professional.
• Aptitude: You have an innate capacity to transition from project to project without skipping a beat.
• Communication: You have excellent written and verbal communication skills for coordination across projects and teams.
• Impact: You are a critical thinker with an emphasis on creativity and innovation.
• Passion: You have the drive to succeed paired with a continuous hunger to learn.
• Leadership: You are trusted, empathetic, accountable, and empower others around you.