IT Deskside Support Specialist - MAC

Title: Desk Side Support Specialist

Location: Bulevar Milutina Milankovia 11b Beograd 11070 Serbia

Duration: 6 months (extendable)

Language Requirement: English & Serbian

Work Type: Onsite

Tasks

Key Responsibilities & Required Skills & Experience:

• Provide highquality support across key platforms including enduser assistance ticket management procurement and provisioning tasks.
• Take ownership of escalated issues ensuring timely resolution and thorough documentation. Maintain uptodate procedural documentation for IT operations and project tasks.
• Collaborate with the IT Support team to enhance workflows introduce automation and implement continuous improvements.
• Serve as a bridge between IT and internal users delivering outstanding customer service and technical support.
• Oversee the management of IT assets ensuring accurate tracking of hardware and software inventory.
• Perform advanced troubleshooting and technical support for macOS Windows 10 Chrome OS VPNs and SaaS applications such as Okta Google Workspace Slack Zoom and Microsoft 365.
• Support audiovisual systems conference room technologies and resolve office networkrelated issues. Participate in a rotating 24/7 oncall support schedule and work in shiftbased onsite roles.
• Bring over 5 years of handson IT support experience ideally within highvolume environments handling 4000 tickets per month.
• Demonstrate expertise with IT Service Management (ITSM) tools and platforms.
• Possess indepth knowledge of endpoint management solutions including JAMF Airwatch and Microsoft InTune.
• Experience collaborating within a globally distributed IT support team across multiple time zones.
• Track record of providing exceptional customer service to stakeholders at all organizational levels. Strong troubleshooting abilities for both hardware and software issues ensuring minimal downtime.
• Ability to streamline and optimize support processes to reduce ticket volumes and improve resolution times.

Requirements

Key Responsibilities & Required Skills & Experience:

• Provide highquality support across key platforms including enduser assistance ticket management procurement and provisioning tasks.
• Take ownership of escalated issues ensuring timely resolution and thorough documentation. Maintain uptodate procedural documentation for IT operations and project tasks.
• Collaborate with the IT Support team to enhance workflows introduce automation and implement continuous improvements.
• Serve as a bridge between IT and internal users delivering outstanding customer service and technical support.
• Oversee the management of IT assets ensuring accurate tracking of hardware and software inventory.
• Perform advanced troubleshooting and technical support for macOS Windows 10 Chrome OS VPNs and SaaS applications such as Okta Google Workspace Slack Zoom and Microsoft 365.
• Support audiovisual systems conference room technologies and resolve office networkrelated issues. Participate in a rotating 24/7 oncall support schedule and work in shiftbased onsite roles.
• Bring over 5 years of handson IT support experience ideally within highvolume environments handling 4000 tickets per month.
• Demonstrate expertise with IT Service Management (ITSM) tools and platforms.
• Possess indepth knowledge of endpoint management solutions including JAMF Airwatch and Microsoft InTune.
• Experience collaborating within a globally distributed IT support team across multiple time zones.
• Track record of providing exceptional customer service to stakeholders at all organizational levels. Strong troubleshooting abilities for both hardware and software issues ensuring minimal downtime.
• Ability to streamline and optimize support processes to reduce ticket volumes and improve resolution times.