IT Support Specialist

• Employment contract
• Private medical care
• Financial bonuses
• Training budget

• 2-5 years of working experience with service management processes & end-user support services
• Service-oriented mindset with strong ownership and customer focus.
• ITIL Foundations understanding (Incident, Request, Change, Problem) and practical application. ITIL Certification is a plus.
• ITSM platform experience (Freshservice preferred): forms, workflows/automations, service catalog, approvals, reporting.
• Project management skills
• Familiarity & experience in supporting ICT end-user services
• Experience of working with service management processes & tools
• Can-do-attitude, eager to use technology and data to drive business value
• Good level of communication, problem-solving capability, ability to focus on both smaller and larger tasks with a high degree of accuracy
• Excellent collaboration skills, building bridges between Teknos ICT and business
• Completed education in Computer Science / IT (degree or relevant vocational qualification).

Fluent in English

Responsibilities

ITSM implementation/ownership

• Configure ITSM: groups/roles, categories, SLAs, priority matrix, forms/fields, notifications.
• Build and maintain the Service Catalog & Self-Service Portal.
• Set up automations and basic integrations.
• Establish CMDB/Asset structure and data flows, ensure hygiene and relationships between CIs.
• Support change enablement (RFC templates, CAB, maintenance windows) and knowledge management.

End-user support

• Triage, resolve, and escalate Incidents/Requests within SLAs, providing clear comms and updates to us

Hardware lifecycle & CMDB

• Image/configure/deploy devices; manage ordering, returns, repairs, disposals; maintain accurate asset records.
• Reconcile inventories and ensure CMDB completeness and accuracy.

Infrastructure & field services

• Hands-and-eyes support for site work (installs, office moves, basic network tasks), coordinating with infra/network teams and vendors locally and across Teknos sites.

Documentation, training & improvement

• Produce KB/SOPs; run how-to sessions for users and support teams.
• Identify trends, contribute to Problem Management and continuous improvement initiatives.