IT Technical Support Specialist (Global Helpdesk)See all recent Jobs

We are looking for a dedicated IT Technical Support Specialist to join our 24/7 Technical Assistance Centre (TAC) team, supporting ITT’s global user base.

As the first point of contact for all IT incidents and service requests, your role will be crucial in ensuring timely, accurate, and customer-focused resolution of technical issues.

This position supports the end-to-end IT needs of our global end user community — including desktops, laptops, mobile devices, peripherals, and software environments — with a strong emphasis on customer satisfaction and technical troubleshooting.

Key Responsibilities

Provide first-level IT support to internal and external users across multiple time zones via email, phone, and remote tools.
Troubleshoot and resolve issues related to hardware, software, user accounts, access credentials, and password recovery.
Record, track, and manage incidents and service requests in the ticketing system, escalating as appropriate.
Participate in a rotating shift schedule and be available for On-Call duty on Saturdays or specific Bank Holidays.
Collaborate with team members to ensure 24/7 support coverage and backfill during leaves or absences.
Maintain a high level of professionalism and customer service in all user interactions.
Follow established troubleshooting procedures and contribute to internal knowledge base documentation.

Required Qualifications

Technical Diploma or Bachelor’s Degree in Computer Science, Information Systems, or a related field.
4–6 years of relevant experience in roles such as IT Support, Desktop Engineer, or Technical Support Agent.
In-depth knowledge of enterprise IT environments, including both hardware and software support.
Familiarity with Active Directory and account management in a corporate setting.
Proven experience in remote diagnostics and troubleshooting tools.
Strong command of English (written and spoken), as this will be your primary working language.
Excellent problem-solving and analytical skills, with a strong attention to detail.
High resilience and ability to work in a fast-paced, high-contact-volume environment.
Strong interpersonal skills with the ability to communicate technical concepts clearly to non-technical users.
Ability to prioritize and manage multiple tasks under pressure.
Demonstrated team collaboration and a customer-centric mindset.

Preferred Qualifications

Working knowledge of ITIL processes and best practices.
Familiarity with helpdesk ticketing systems and knowledge base platforms.
Exposure to international or multicultural work environments.

Benefits:

Competitive salary.
Private insurance.
Unlimited free access to a wellness workplace support platform.
A dynamic and challenging work environment with opportunities for continuous learning and career progression.
The ability to work with cutting-edge technologies in an innovative, supportive team.
A pleasant and collaborative working atmosphere.

UpcoMinds is a dynamic IT company with 25 years of experience that provides end-to-end web and mobile solutions helping businesses to reinvent themselves in the digital world. Our team’s skills and expertise will ensure the holistic digital transformation of any organization, which will considerably improve both business operations and customer’s experience.
Our goal is to always have our end products and services reflect our deep engineering skills and elegant progressive design aesthetic. We fundamentally believe deeply in developing long term strategic partnerships with our clients by exceeding expectations and maintaining a high level of transparency.

Find out more about us at www.upcominds.com

We commit to promote Inclusion & Diversity by creating a working environment where all employees are treated with dignity and respect and where individual differences are valued. We offer equal opportunity in all aspects of employment.

Our recruitment consultants will go through your Curriculum Vitae as soon as possible and get back to you to discuss the opportunity for which you apply. If you don’t hear from us in the coming ten (10) working days, you may consider that you have not been selected for the particular job.