Lets be #BrilliantTogether

The Tech Support Specialist position is a key contributor to ISS STOXXs global customer support organization. The position is a critical component to delivering high-quality services to ISS STOXX and joins our IT team providing in-house technical support.

The position is based in Prague and provides global remote support to ISS STOXX offices across the US EMEA and APAC with Germany being a key region of responsibility.

We focus on collaboration efficiency and delivering responsive high-quality service and in this role youll succeed by bringing strong communication skills technical expertise and a problem-solving mindset.

A successful Technical Services team member is people-oriented and enjoys the challenge of resolving functional/technical issues quickly whether in person by phone chat or remote connection. You must be able to analyze situations and determine the best approach that meets business needs while following established guidelines. You should also recognize when a non-standard approach is needed and have the confidence to resolve issues without unnecessary escalation. Solid technical expertise a willingness to learn and excellent customer care skills are essential.

Key Responsibilities:

• Serve as the Face of IT to the customer community providing a positive experience and reflecting a positive image of IT overall.
• Build configure and troubleshoot MAC Windows 10 desktop and laptop hardware load software and conduct audits for unlicensed software utilizing LogMeIn Central Airwatch JAMF software installation and inventory management.
• Support Office 365 SharePoint Exchange Online and MDM for mobile phones
• Accept user calls manage submitted tickets and work queue respond to work queues and resolve issues based on SLAs
• Clearly communicate service status to users IT teams and business owners.
• Set up and maintain AV equipment
• Troubleshoot basic network software and printing issues.
• Work with vendors to resolve desktop hardware and software issues.
• Manage hardware inventory and procurement of new equipment.
• Collaborate across support levels to ensure timely service and act as a liaison with customers when needed.
• Document IT desktop procedures.
• Work with staff and departments to ensure customer satisfaction and proper incident closure.
• Apply a business focus to tasks results and reporting.
• Perform other duties as assigned.

Required Qualifications:

• Bachelors degree or equivalent work experience and a minimum of 5 years in a relevant role.
• Proven background in Desktop support including building and configuring Mac and PC hardware (Dell Lenovo Toshiba) combined with 1st/2nd level customer support and strong communication skills.
• Strong skills in Managing Active Directory Office 365 Exchange Online and SharePoint.
• Up to 10% international travel current passport/ID required.
• Knowledge of and ability to support iOS and Android phones.
• Knowledge of structured Service Desk functions and software (ServiceNow Jira Remedy)
• Demonstrated ownership of incidents from start to finish with the initiative to resolve issues adapt to different customer styles and learn quickly to deliver high-quality service.
• Strong critical thinking analytical and problem-solving abilities.
• Able to remain calm and focused in a fast-paced high-pressure and time-oriented environment.
• Ability to coordinate and prioritize effectively and efficiently.
• Able to demonstrate a high degree of flexibility including flexibility in working hours to support employees and customers across multiple time zones.
• Fluent in English.

Preferred Qualification

• German French Dutch and/or other European languages
• PowerShell scripting
• ITIL certification
• A MSCE or other recognized certification

#LI-RH1 #STOXX #ASSOCIATE #IT

What You Can Expect from Us

At ISS STOXX our people are our driving force. We are committed to building a culture that values diverse skills perspectives and experiences. We hire the best talent in our industry and empower them with the resources support and opportunities to growprofessionally and personally.

Together we foster an environment that fuels creativity drives innovation and shapes our future success.

Lets empower collaborate and inspire.

Lets be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985 we offer top-notch benchmark and custom indices globally helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance sustainability cyber risk and fund intelligence. Majority-owned by Deutsche Brse Group ISS STOXX has over 3400 professionals in 33 locations worldwide serving around 6400 clients including institutional investors and companies focused on ESG cyber and governance risk. Clients trust our expertise to make informed decisions for their stakeholders benefit.

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Institutional Shareholder Services (ISS) is committed to fostering cultivating and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race color ethnicity creed religion sex age height weight citizenship status national origin social origin sexual orientation gender identity or gender expression pregnancy status marital status familial status mental or physical disability veteran status military service or status genetic information or any other characteristic protected by law (referred to as protected status). All activities including but not limited to recruiting and hiring recruitment advertising promotions performance appraisals training job assignments compensation demotions transfers terminations (including layoffs) benefits and other terms conditions and privileges of employment are and will be administered on a non-discriminatory basis consistent with all applicable federal state and local requirements.