5 days ago
IT Support Specialist
Описание вакансии
#vacancy #ITSupport #remote #CyprusOREurope
Position Title: IT Support Specialist
Reporting Line: Reports directly to the Head of Technology.
Location: Fully Remote, with up to 2 hours difference from UTC.
General Purpose:
Serve as the first-line owner of day-to-day business automations and core IT services, including administration of Microsoft Power Automate flows, Azure Entra ID/Active Directory, Freescout helpdesk, and 3CX VoIP. Success in this role means maintaining uninterrupted workflows, rapidly diagnosing issues, and delivering clear, actionable solutions to both technical and non-technical stakeholders.
Specific Objectives (~12 months):
- Ensure ≥98% of automated workflows run successfully without manual intervention.
- Achieve ≥75% first contact resolution rate for Level 1 and Level 2 support tickets.
- Maintain an average handle time of under 30 minutes for priority technical issues.
- Deliver 100% documentation coverage with up-to-date runbooks for all supported systems.
Key Activities:
- Monitor and respond to IT system alerts; define and implement new alerts as needed.
- Create, maintain, and optimize business process automations.
- Respond to helpdesk tickets and resolve technical issues across systems, devices, and user accounts.
- Maintain and update technical documentation and runbooks for all internal IT systems.
Key Competences:
- Minimum 2 years of experience in an IT support or systems administration role.
- Proficient in Microsoft Power Automate (cloud and desktop) and Azure Entra ID/Azure AD.
- Solid understanding of Active Directory architecture, including Group Policy Objects (GPOs), Organizational Units (OUs), and Microsoft 365 licensing models.
- Experience administering Freescout or similar PHP/Laravel-based helpdesk platforms in Docker or Linux environments.
- Hands-on experience managing 3CX or comparable VoIP PBX systems.
- Scripting proficiency in PowerShell, Bash, or another automation-oriented language.
- Strong written and verbal communication skills in English; additional languages are a plus.
Likely Current Job:
IT Support Specialist or Systems Administrator at a managed services provider (MSP).
Employer Value Proposition:
Join a collaborative team where your expertise is valued, and individual contributions extend beyond daily support tasks. You'll work with a modern tech stack, enjoy meaningful autonomy in how you approach challenges, and have clear opportunities for personal and professional growth.
Compensation:
Competitive compensation aligned with the candidate’s region, supplemented by individual contribution bonuses.
Assessment Process:
The assessment process includes an initial interview with HR, followed by a technical assessment and interview with the hiring manager. Final candidates will have a concluding interview with the hiring manager or CTO, depending on availability.
Position Title: IT Support Specialist
Reporting Line: Reports directly to the Head of Technology.
Location: Fully Remote, with up to 2 hours difference from UTC.
General Purpose:
Serve as the first-line owner of day-to-day business automations and core IT services, including administration of Microsoft Power Automate flows, Azure Entra ID/Active Directory, Freescout helpdesk, and 3CX VoIP. Success in this role means maintaining uninterrupted workflows, rapidly diagnosing issues, and delivering clear, actionable solutions to both technical and non-technical stakeholders.
Specific Objectives (~12 months):
- Ensure ≥98% of automated workflows run successfully without manual intervention.
- Achieve ≥75% first contact resolution rate for Level 1 and Level 2 support tickets.
- Maintain an average handle time of under 30 minutes for priority technical issues.
- Deliver 100% documentation coverage with up-to-date runbooks for all supported systems.
Key Activities:
- Monitor and respond to IT system alerts; define and implement new alerts as needed.
- Create, maintain, and optimize business process automations.
- Respond to helpdesk tickets and resolve technical issues across systems, devices, and user accounts.
- Maintain and update technical documentation and runbooks for all internal IT systems.
Key Competences:
- Minimum 2 years of experience in an IT support or systems administration role.
- Proficient in Microsoft Power Automate (cloud and desktop) and Azure Entra ID/Azure AD.
- Solid understanding of Active Directory architecture, including Group Policy Objects (GPOs), Organizational Units (OUs), and Microsoft 365 licensing models.
- Experience administering Freescout or similar PHP/Laravel-based helpdesk platforms in Docker or Linux environments.
- Hands-on experience managing 3CX or comparable VoIP PBX systems.
- Scripting proficiency in PowerShell, Bash, or another automation-oriented language.
- Strong written and verbal communication skills in English; additional languages are a plus.
Likely Current Job:
IT Support Specialist or Systems Administrator at a managed services provider (MSP).
Employer Value Proposition:
Join a collaborative team where your expertise is valued, and individual contributions extend beyond daily support tasks. You'll work with a modern tech stack, enjoy meaningful autonomy in how you approach challenges, and have clear opportunities for personal and professional growth.
Compensation:
Competitive compensation aligned with the candidate’s region, supplemented by individual contribution bonuses.
Assessment Process:
The assessment process includes an initial interview with HR, followed by a technical assessment and interview with the hiring manager. Final candidates will have a concluding interview with the hiring manager or CTO, depending on availability.
Источник - CY iT HR