Description : 

Provide IT support to users, acting as the US local IT point of contact. The role includes handling day-to-day incidents and service requests, with administrative skills. The position requires strong troubleshooting skills, administrative capabilities, and the ability to collaborate with remote teams during incidents, interventions, or implementations. Provide a responsive, discreet, and user-focused service, while actively contributing to the continuous improvement of IT tools and enhancing the overall user experience.

Location : Warren - New Jersey / 5 days a week in office

Salary Range : 135K - 150K

Key Responsibilities : 

• Handle complex incidents and service requests, ensuring fast and accurate diagnostics

• Provide direct support to VIP users with a high level of service orientation and professional demeanor

• Manage workstations, peripherals, collaboration tools, and mobile devices • Ensure confidentiality and security during all support interventions

• Perform basic troubleshooting and escalate complex issues when necessary.

• Perform administrative tasks related to IT tools

• Participate in IT projects (such as migrations, deployments, technical upgrades)

• Maintain high-quality documentation and contribute to the knowledge base

• Manage IT inventory and stock

• Proactively suggest improvements to enhance support quality and user experience

• Collaborate closely with IS Team & partners

• Ensure compliance with IT security and confidentiality guidelines
  

Qualifications : 

• Associate’s to Master’s degree in Computer Science or a related field

• Minimum of 10 years of experience in IT Operations, including several years working with VIP users

• Excellent command of Windows 11 and above, iOS, Microsoft 365, and Active Directory

• Admin skills (Active Directory, Entra ID, Intune, ITSM, NinjaOne, etc)

• In-depth knowledge of IT asset management tools

• Experience with ticketing systems

• Strong understanding of security and confidentiality requirements

• Ability to manage priorities in sensitive or high-pressure environments

• Skilled at simplifying technical topics and reassuring users

• Familiarity with ITIL standards and best practices in support and security

• Experience working in international or multi-site environments

Behavioral skills : 

• Curiosity: Keep on exploring uncharted territories. Always ask “why?” and more importantly “why not?”,

• Courage: Take smart risks, mentor each other to always do better & be accountable for our choices, our opinions, and our actions,

• Collaboration: Teamwork and spirit. Support each other and be equally involved in the achievement of our common goals,

• Credibility: Be transparent, follow through and build trust. Educate ourselves about our unique technology.