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Nivoda’s IT Support Specialist will be responsible for delivering customer-focused first and second-line ICT support to over 200 employees (and growing!). This role entails offering expert assistance with end-user hardware and software, promptly addressing incidents and service requests, and delivering valuable guidance on IT-related matters. The successful candidate will work closely with the CTO to maintain a high level of service and satisfaction across the organization.

What you’ll do:

• Ownership of first and second line IT support and service requests focusing on resolving incidents effectively and escalate to third line support, when necessary, to manage users’ expectations.

• Report faults, where appropriate, to third party companies and manage any repairs or changes undertaken by third parties. Ensure the faults are repaired to quality and expectations.

• Order equipment for new hires, and onboard staff individually or in groups and equip them with the skills, knowledge and confidence to make effective use of IT systems and services.

• Manage suppliers and contractors in delivering IT products and services to support the implementation of IT systems.

• Enforce IT policies, procedures and standards and escalate any breaches or non-compliance to the CTO.

• Stay abreast of service desk software upgrades new releases/developments and to support the CTO on recommendations for processes, system changes and incident management arrangements.

• Support ICT Infrastructure projects relating to end user devices and technology by investigating and testing potential new technologies based on knowledge of user needs to support recommendations.

What you’ll need:

• 2 years of experience in IT Support

• Proven experience in a similar IT support role (supporting a global and remote user base is a plus!).

• Strong knowledge of Atlassian (Confluence, Jira, and Atlas), Google Workspace, and Slack.

• Excellent troubleshooting and problem-solving skills.

• Effective communication and interpersonal skills.

• Ability to work independently and as part of a team.

• IT certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are advantageous.

Nice to haves:

• Experience in a start-up environment.

• Experience working in a multi-site infrastructure.

• Experience supporting home-based and mobile staff.

Job Type: Full-time