IT Support Specialist/Engineer

IT Support Specialist/Engineer – Join SGS and Drive Technological Excellence in a Global Leader

At SGS, we are committed to shaping a safer, more sustainable, and interconnected world through innovation, integrity, and cutting-edge technology. As a globally recognized benchmark in testing, inspection, and certification, we empower our 99,600+ employees across 2,600 offices and laboratories to deliver excellence. We are seeking a proactive and detail-oriented IT Support Specialist/Engineer to join our dynamic team and ensure seamless, secure, and high-performance IT operations across our global infrastructure.

In this onsite role, you will serve as the trusted technical partner to employees worldwide, delivering exceptional IT support while fostering a culture of digital innovation. Your expertise will be instrumental in maintaining our robust IT ecosystem, resolving complex technical challenges, and driving continuous improvement through digital transformation and AI-driven solutions.

Key Responsibilities

As an IT Support Specialist/Engineer at SGS, your role will encompass a broad spectrum of responsibilities designed to enhance operational efficiency and user experience:

• End-User Support: Provide comprehensive IT assistance through multiple channels, including ticketing systems, phone, email, and in-person interactions, ensuring timely resolution of technical issues with professionalism and empathy.
• Technical Troubleshooting: Diagnose and resolve hardware, software, operating system, application, printer, network, and VPN-related issues with precision and efficiency, minimizing downtime and maximizing productivity.
• System and Equipment Management: Install, configure, update, and maintain computers, mobile devices, peripherals, and other IT infrastructure, ensuring all systems align with the latest security and performance standards.
• User Onboarding and Access Management: Streamline the setup of IT equipment, user accounts, software, and access permissions for new hires and existing employees, ensuring a smooth transition into our digital workspace.
• Microsoft 365 and Active Directory Support: Manage and optimize Microsoft 365 environments, Active Directory (AD), and Azure Active Directory (AAD), including user access controls and authentication protocols.
• Network and Infrastructure Support: Monitor and maintain foundational network components, including wireless networks, firewalls, VPNs, and server infrastructure, ensuring robust connectivity and data integrity.
• Security and Compliance: Implement and enforce IT security best practices, including patch management, malware protection, and adherence to security policies, to safeguard sensitive data and systems.
• Documentation and Knowledge Sharing: Maintain accurate support tickets, technical documentation, and knowledge-base articles, fostering a culture of transparency and continuous learning within the IT team.
• Training and Guidance: Educate employees on best practices for IT system usage, software applications, and hardware maintenance, empowering them to leverage technology effectively.
• Issue Escalation and Collaboration: Escalate complex technical issues to senior IT teams or external vendors, ensuring clear communication and follow-through until resolution is achieved.
• Innovation and Digitalization: Evaluate and support the implementation of new IT technologies and equipment based on business needs, performance metrics, and cost-effectiveness, while identifying opportunities to integrate AI tools and digitalization initiatives to enhance IT support and business processes.

Qualifications and Skills

To excel in this role, you will bring a blend of technical expertise, problem-solving acumen, and a customer-centric mindset. We are looking for candidates who meet the following criteria:

• Education: A Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred. Certifications such as CompTIA A+, CompTIA Network+, CCNA, Microsoft 365 Fundamentals, ITIL, or relevant Microsoft/Azure and cybersecurity certifications are a significant advantage.
• Experience: 2-3+ years of hands-on experience in IT Support, Helpdesk, Desktop Support, System Support, or a similar role, demonstrating a strong foundation in troubleshooting and technical problem-solving.
• Technical Proficiency: In-depth knowledge of Windows operating systems and Microsoft 365, along with practical experience in Active Directory/Azure Active Directory (AD/AAD) and user access management. Familiarity with networking fundamentals, including TCP/IP, VPN, Wi-Fi, firewalls, Layer 2 switches, and SD-WAN, is essential. Working knowledge of Windows Server and basic server support is also required.
• Remote Support and Tools: Experience using remote support tools and IT ticketing systems to efficiently manage and prioritize support requests.
• Soft Skills: Exceptional troubleshooting and problem-solving skills, coupled with the ability to explain technical concepts clearly to non-technical users. Strong customer service, communication, organization, and time-management skills are critical to success in this role.

Additional Considerations

While not mandatory, the following skills will further enhance your impact at SGS:

• Knowledge of Microsoft Azure and cloud technologies.
• Basic experience with SQL or database administration.
• Familiarity with cybersecurity and Information Security Management System (ISMS) standards.
• Experience using AI tools and supporting digitalization initiatives.
• Proven ability to create comprehensive IT documentation and knowledge-base resources.

Join SGS and be part of a global team dedicated to driving technological excellence. Your expertise will not only support our mission of ensuring quality and integrity but also empower us to innovate and lead in the digital age.