For our client, a multinational law firm, we are recruiting am IT Support Specialist.
Your role will be to provide first line IT Service Desk local support to internal users in the Bucharest office and assisting them with hardware issues and software problems.

Main Responsibilities:
• provide first line technical support, answering user queries relating to hardware and software problems
• follow through to resolution within agreed SLA's (Service Level Agreements)
• provide excellent customer service, ensure users can continue to work
• log all IT incidents and Service Requests in the ticketing system
• escalate incidents with accurate documentation to service owners, when required
• work as part of a team, with a positive ‘can-do' attitude
• adhere to duties as assigned to fully meet the requirements of the position

Technical Skills and Experience:
• experience in an IT technical client-facing role
• knowledge of PC hardware set-up and configuration (including printers and wireless devices)
• knowledge of Microsoft based operating systems and tools (Windows 10, Group Policies and Active Directory) with emphasis on troubleshooting MS Office 365 based services (Outlook, Word, Excel, PowerPoint, Teams, SharePoint, OneDrive)
• passion for Apple iOS, iPadOS and MacOS products and services
• experience in using ticketing system would be beneficial (e.g. Jira, ServiceNow, BMC, ...)
• previous experience in dealing with vendors and IT procurement
• ability to document IT processes and procedures would be beneficial
• ability to write and update VB/PowerShell scripts would be beneficial
• experience working in an ITIL driven environment is welcomed

Personal Skills and Attributes:
• written and verbal communication skills
• a team player with the focus on quality, accuracy and positive internal client experience
• English CEFR B2 (Confident English speaker, able to understand technical manuals, able to fluently communicate with European and Global Level 2 and Level 3 support teams.)
• able to communicate in non-technical terms with his internal clients
• problem diagnosis and analytical skills
• can adapt to differing demands; prioritizing tasks, where appropriate
• able to make decisions and remain calm while under pressure
• proactive with a "can-do" attitude in all areas, with a strong sense of self-motivation