Desktop Support Specialist

The ideal candidate will translate strategic plans into impactful results, leveraging structured thinking, problem-solving skills, and outstanding communication. This role focuses on engineering, support, and continuous improvement, including the streamlining of tools and systems and enhancing global support models and solutions.Key ResponsibilitiesCollaborate with management and key stakeholders to develop, implement, and manage support, operational, and project objectives.Identify and develop future processes across customer environment, remove friction in day-to-day operations, and lead continuous improvement initiatives.Investigate and troubleshoot complex system issues, identify root causes, and implement effective solutions.Work with cross-functional teams to perform post-incident reviews, analyze trends, and implement preventive measures to improve system reliability.Partner with Tier 3 engineering teams to identify automation opportunities to reduce ticket volume and resolution times, and maintain/improve existing tools and solutions.Collaborate with Tier 1 support and engineering teams for effective communication, provide mentorship, and maintain accurate documentation of systems and processes.Contribute to knowledge base articles and incident response documentation.Stay up to date with the latest technology developments and introduce them where possible.QualificationsBachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).5+ years of experience in Information Technology Enterprise and Infrastructure engineering support/engineering roles.Broad knowledge of IT applications and infrastructure, strong experience in system administration and operations roles, and familiarity with incident management systems (e.g., Jira, ServiceNow).Strong analytical and problem-solving skills, excellent communication and collaboration abilities.Proven capability to thrive in a fast-paced, dynamic environment while effectively prioritizing tasks.Ability to independently deliver innovative solutions with minimal direction.Excellent attention to detail, organization, and high-quality outputs.Strong presentation and training skills for non-technical audiences.Demonstrated capability to assess business needs and creatively influence solutions.Proficient in Linux/Unix, Full Microsoft Stack (AD, Exchange), Network Infrastructure (Cisco), Application Engineering, Cisco Video Conferencing, and end-user endpoints (Mac/Windows).Experience using ticketing tools like Jira and ServiceNow for reporting and data analysis.Preferred SkillsAbility to build rapport and credibility with collaborators across the organization.Track record of delivering high availability in complex, global environments.Creativity and adaptability to rapidly changing plans and circumstances.Experience working in hybrid on-prem and public cloud environments.Highly driven, analytical, and curious problem-solver with a focus on using data to make business decisions.Language: French and German, along with English, is must must-have