IT Operations Support

Key focus:

The successful candidate in this role will be responsible for providing prompt and efficient first-level support for all IT related issues. The individual will ensure compliance with SLAs and KPIs through efficient prioritization and communication while developing and maintaining an extensive knowledge base and training center for internal IT use. 

We require an experienced IT Operations Support who will :

• Provide 1st level IT Support for infrastructure-related issues (e.g. client and printer problems, MS Office errors, configuration adjustments, user authorization setup).
• Prepare and configure workstations for new employees (hardware setup, software installation, network connection, and cabling). 
• Install and configure PCs, laptops, smartphones, handheld devices, and printers. 
• Manage and maintain the IT asset inventory, ensuring accuracy in documentation and warranty tracking.
• Serve as the first point of contact for technical support requests via the ITSM ticketing system or phone. 
• Categorize, prioritize, and document all service requests in compliance with IT service management (ITSM) standards.
• Escalate incidents that cannot be resolved at 1st level while ensuring proper communication and handover.
• Collaborate with Austrian IT colleagues and external partners for problem resolution and project implementation.
• Create, update, and maintain documentation (checklists, FAQs, IT procedures, and system configurations).
• Adhere to Global IT Operations standards, governance, and strategic alignment defined by the Global Head of IT Operations. 
• Support the administration and operations of local IT systems, services and applications in coordination with Austrian colleagues.
• Participate in company-wide IT initiatives and contribute to process improvements.

Do you have?

• University degree or College diploma in an Information Technology discipline
• 2-3 years of working experience in IT and corporate environment.
  
• Experience with and understanding of network concepts, systems security and administrative procedures in a production environment.
• Microsoft certifications (Tech Support Professional, 365 Fundamentals, Endpoint, Teams) are an asset.

Successful candidate will also have:

• Strong analytical and problem-solving abilities.
• Excellent interpersonal and customer service skills to effectively interact with technical and non-technical users.
• High attention to detail and accuracy in documentation.
• Organized, reliable, and able to handle multiple priorities.
• Demonstrates initiative and willingness to learn and grow towards higher-level support roles.
• Physically capable of performing tasks involving cabling, lifting, PC and network equipment setup.
• Ensure completeness and accuracy of documentation.
• Independently process open or unassigned IT service desk tickets within SLA timeframes.
• Provide regular and transparent updates to end users on ticket status and resolutions.
• Adhere to all Starlim IT guidelines, procedures, and completion deadlines.
• Working knowledge of Windows-Server, MS Exchange, Active Directory, VMware, Aruba.
• Ability to effectively troubleshoot MS office suite, printers, PCs, related software and services.

Starlim perks:

• A full-time, permanent position in our London location
• Current hours of work: Monday - Friday, day shift
• Flexible working hours
• Safe and clean working environment
• A competitive compensation package that includes paid time off
• Comprehensive health and dental benefits that are employer paid
• RRSP matching program
• On-site fitness facility
• EFAP through Telus Health
  

Starlim is an equal employment opportunity employer. We are committed to equity, value diversity, and welcome applicants from diverse backgrounds.

As an inclusive employer, we are committed to providing a fully accessible recruitment process. Please contact us at any time during the recruitment process and let us know what accessible supports you may need.

While all applications are appreciated only those selected for an interview will be contacted. No agencies please.