Information Technology Support Specialist

Company Overview

ITC Infotech is a leading global technology services and solutions provider, offering business‑friendly solutions across multiple industries such as Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality.

What We Are Looking For

We are seeking a professional and experienced On‑Site IT Support Specialist to provide hands‑on technical assistance and coordination. The role requires strong technical acumen, excellent communication skills, and the ability to operate effectively in a corporate environment supporting executive users.

Responsibilities

• Provide on‑site IT support to end users, including executives.
• Act as the point of contact and coordinator for IT support teams across European offices, ensuring consistent standards and practices.
• Support the Customer Success Management (CSM) team by handling operational tasks and reducing workload.
• Collaborate with internal teams to analyse support tickets, identify trends, and support automation opportunities.
• Assist in maintaining IT infrastructure, including basic networking and cybersecurity.
• Document processes, provide user guidance, and ensure a smooth IT experience for employees.
• Provide on‑site support at client locations, swapping out faulty hardware end‑user devices with suitable replacements.
• Perform site‑support services such as power cycling, cabling, and basic device troubleshooting.
• Report and resolve obvious faults, providing clear descriptions to the client or OEM 3rd line support.
• Re‑image end‑user devices and restore data from the client network when required.
• Ensure backup processes are completed successfully and report any errors.
• Conduct biannual IOS/Firmware upgrades to network LAN devices.
• Work with the client network team to resolve network infrastructure issues.
• Operate as a full‑time desk‑side engineer at prescribed client locations.
• Log incidents and requests via the client service toolset, creating tickets retrospectively when none are raised.
• Cover Monday‑Friday 8 am‑6 pm, including UK bank holidays, with a flexible core 8‑hour day.

Required Skills & Experience

• 6+ years of experience in IT Helpdesk or Technical Support roles.
• Proven experience within a corporate environment, preferably supporting executives.
• Strong communication and interpersonal skills, able to interact confidently at all levels of the organization.
• Knowledge of IT infrastructure, end‑user support, networking fundamentals, and basic cybersecurity practices.
• Experience coordinating across multiple teams and locations.
• Analytical mindset with the ability to assess support tickets and suggest improvements.
• Professional demeanor with a high level of reliability and discretion.

X‑Factor

• Strong work ethic and consummate professionalism.
• Ability to transition smoothly from project to project without skipping a beat.
• Excellent written and verbal communication skills for coordination across projects and teams.
• Critical thinker with an emphasis on creativity and innovation.
• Passion for continuous learning and drive to succeed.
• Leadership qualities: trusted, empathetic, accountable, and empowering to others.

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