IT Support Specialist/Engineer

Role Overview

IT Support Specialist/Engineer at SGS, the world's leading testing, inspection and certification company. This is an onsite role providing day-to-day technical support to ensure smooth, secure, and reliable operation of the company's IT environment.

Company Overview

SGS is recognized as the global benchmark for sustainability, quality and integrity. The organization operates a network of 2,600 offices and laboratories with 99,600 employees worldwide, working together to enable a better, safer and more interconnected world.

Role Purpose

Support employees both onsite and remotely by troubleshooting technical issues, maintaining IT systems and equipment, and assisting with user onboarding and access management.

Key Responsibilities

Support Delivery

• Provide timely IT support through tickets, phone, email, and in-person assistance.
• Troubleshoot and resolve hardware, software, operating system, application, printer, network, and VPN issues.
• Escalate complex technical issues to senior IT teams or external vendors and follow through until resolution.

Equipment & Infrastructure Management

• Install, configure, update, and maintain computers, mobile devices, peripherals, and other IT equipment.
• Monitor and support basic network, server, wireless, firewall, and VPN infrastructure.
• Support the evaluation and implementation of new IT technologies and equipment based on business needs, performance, and cost.

User Access & Onboarding

• Set up IT equipment, user accounts, software, and access for new employees and existing users.
• Manage and support Microsoft 365, Windows, Active Directory (AD/AAD), and user access.

Security & Compliance

• Maintain IT security by managing patches, access controls, malware protection, and security policies.

Documentation & Training

• Maintain accurate support tickets, technical documentation, knowledge-base articles, and IT records.
• Guide and train employees on the proper use of IT systems, software, hardware, and internal IT procedures.

Process Improvement

• Identify opportunities to use AI tools and digitalization to improve IT support and business processes.

Qualifications & Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• 2–3+ years of hands-on experience in IT Support, Helpdesk, Desktop Support, System Support, or a similar role.
• Strong knowledge of Windows operating systems and Microsoft 365.
• Practical experience with Active Directory / Azure Active Directory (AD/AAD) and user access management.
• Good understanding of networking fundamentals, including TCP/IP, VPN, Wi-Fi/wireless networks, firewalls, Layer 2 switches, and SD-WAN.
• Working knowledge of Windows Server and basic server support.
• Relevant certifications are an advantage, such as: CompTIA A+, CompTIA Network+, CCNA, Microsoft 365 Fundamentals, ITIL, Relevant Microsoft/Azure or cybersecurity certifications.

Skills & Competencies

• Experience using remote support tools and IT ticketing systems.
• Good troubleshooting and problem-solving skills.
• Ability to explain technical issues clearly to non-technical users.
• Strong customer service, communication, organization, and time-management skills.
• Ability to manage multiple support requests and prioritize issues based on urgency.

Additional Information

Good to Have

• Knowledge of Microsoft Azure / cloud technologies.
• Basic experience with SQL/database administration.
• Knowledge of cybersecurity and ISMS standards.
• Experience using AI tools and supporting digitalization initiatives.
• Experience creating IT documentation and knowledge-base resources.