Service and Support senior technician CEE

Job description

• Provide 1st and 2nd line IT support to end users across multiple business units and locations
• Diagnose and resolve hardware, software, and network-related issues within agreed SLAs
• Support and provision end-user devices, including laptops, desktops, mobile devices, and printers
• Administer Microsoft 365 services (Outlook, Teams, SharePoint, OneDrive)
• Manage user accounts, permissions, and access via Active Directory and Azure AD
• Support VPN, remote access, and collaboration tools
• Log, prioritize, and resolve incidents and service requests using the ITSM system
• Maintain accurate documentation, knowledge base articles, and service records
• Support onboarding and offboarding processes, including device setup and access provisioning
• Collaborate with global IT teams, vendors, and local stakeholders
• Assist with hardware rollouts, upgrades, and lifecycle management
• Identify recurring issues and contribute to problem resolution and service improvements

Requirements for the employee

• IT certifications (e.g., ITIL, Microsoft, CompTIA)
• Experience in multi-site/global organizations
• Familiarity with ITIL processes (incident, problem, change management)
• Experience supporting hybrid/remote work environments
• Proven experience in IT support, service desk, or desktop support roles
• Strong troubleshooting skills in:

1. Windows operating systems and business applications
2. Microsoft 365 environment
3. Basic networking (TCP/IP, VPN, Wi-Fi)
4. Experience with Active Directory and Azure AD
5. Experience using ITSM tools (e.g., ManageEngine ServiceDesk Plus, ServiceNow, Jira Service Management)
6. Experience supporting remote users across multiple locations
7. Strong customer service mindset with excellent communication skills

• Ability to explain technical concepts to non-technical users
• Strong problem-solving and analytical skills
• Ability to prioritize and manage multiple tasks effectively
• Self-motivated with the ability to work independently
• Team-oriented, with experience working in international environments
• High level of proficiency in spoken and written English

Employee perks and benefits

• Employment in a stable and prosperous company
• Modern working conditions, including flexible working hours and hybrid or home office arrangements.
• A wide range of additional benefits supporting work–life balance and long-term engagement.
• High level of autonomy and ownership within a complex international environment.
• Package of various benefits with a total value of €300
• Contribution to supplementary pension savings

Company on whose behalf the position is being filled

Our client is a stable trade-production company.