Senior IT Support Specialist

About the role

The Senior IT Support Specialist is responsible for providing advanced technical support and solutions for end-users within the Beacon Alaska business. This role requires a deep understanding of IT infrastructure, strong problem-solving skills and the ability to work both independently & collaboratively. 

The Senior IT Support Specialist plays a key role in ensuring the smooth operation of IT services and is involved in the management and support of various IT systems, including hardware, software applications, IT Infrastructure and end user support etc.  This position bridges the gap between Intl SOS Group IT and the local Beacon Alaska business.

This is a full-time in-person Monday to Friday 8:00 am until 5:00 pm role based out of our Anchorage, Alaska office.

Key responsibilities

•    Provide daily support, advanced troubleshooting and resolution for all issues related to IT hardware, software, OS, applications, desktops, laptops, mobiles, desk phones, printers & Peripherals etc.
•    Undertake all IT related onboarding & offboarding activities for joiners and leavers.
•    Provide training and guidance to end users on IT systems and tools.
•    Prepare and maintain configuration documentation, installation guidelines, user manuals and knowledgebase articles. Ensure that all documentation is up to date and available in the SharePoint. 
•    Monitor user feedback and maintain a high level of satisfaction among end users.
•    Escalate and coordinate complex issues with vendors or (and) regional and global IT teams as necessary.
•    Utilise the ServiceNow ticketing system to track and support IT requests and incidents, ensuring timely and efficient resolution.
•    Complete all IT service requests following the agreed Intl SOS SOP.
•    Keep stakeholders updated on infrastructure status and address any potential issues proactively.
•    Install, configure and upgrade hardware & software components as required.
•    Maintain an updated IT inventory of hardware, software, licenses and services, ensuring all records are accurately tracked and documented in ServiceNow.
•    Lead and participate in group and regional IT projects, including system upgrades, migrations and implementations or support the activities when and where required. 
•    Coordinate with cross-functional teams to ensure project timelines and objectives are met.
•    Manage the IT infrastructure in conjunction with the corporate IT Infrastructure team or(and) vendors, ensuring that all components are compliant with industry standards and organizational policies.
•    Manage relationships with third party vendors to ensure service level agreements (SLAs) are met.
•    Prioritize various tasks based on the business impact.
•    Work within strict time frames and elevate IT incidents within defined timeframes.
•    Liaise with application vendors to troubleshoot and resolve reported issues, and provide necessary support to ensure smooth application performance.
•    Monitor user feedback and maintain a high level of satisfaction with IT services among stakeholders and employees 

About you

Required Skills and Knowledge
•    Service Orientated.
•    Strong analytical skills to identify and resolve complex technical issues.
•    Flexible to adapt to changing technologies and processes in a fast-paced environment.
•    Strong interpersonal & communication skills for effective collaboration with users & stakeholders.
•    “Hands-on” approach.
•    Quickly grasps technical concepts and rapidly acquires new skills and knowledge.
•    On-call support may be required during critical incidents or emergencies.
•    Demonstrates a strong IT customer focus, ensuring user needs & satisfaction are prioritized.
•    Disciplined problem solver with rigorous logic & methods to solve difficult problems effectively.
•    Demonstrates the ability to learn on the fly. Learns quickly when facing new challenges. A dedicated and versatile learner who embraces change and analyses both successes and failures to identify opportunities for improvement.
•    Time Management: Efficiently organize and prioritize tasks to meet deadlines.
•    Innovation: Bring creative ideas and solutions to enhance processes or outcomes.

Required Work Experience 
•    Minimum 5 years of work experience in the field of IT and IT support.
•    Proven track record in a Microsoft-centric environment is a must.
•    Experience with a recognized ticketing system preferably ServiceNow.
•    Experience in the healthcare industry an advantage.
•    Demonstrated experience in managing and supporting IT projects from initiation to completion.
•    Experience working in a multinational company is preferred.
•    Mandatory technical skills: 
o    Administration of Windows PCs.
o    Administration and support of Microsoft 365 products.
o    Administration and support of Active Directory.
o    Basic knowledge of Windows Server and Cisco device administration.
o    Basic familiarity with Avaya Cloud Office.
o    Basic understanding of Electronic Medical Records (EMR) applications.

Required Qualifications 
•    Computer Sciences Degree, Information Technology Degree or equivalent work experience
•    Microsoft and CCNA certifications considered a distinct advantage.
•    ITIL Certified considered a distinct advantage.
•    Knowledge of HIPAA and ISO27001 compliance is preferred. 

Required Languages 
•    English (oral and written) an absolute must. 

Travel / Rotation Requirements 
•    Travel to Beacon locations in and around Alaska required from time to time. 
•    Limited travel required to lower 48.