Assistant IT Supporter

About the role

The Assistant IT Supporter joins the IT Service Desk to provide first‑level technical assistance across a global logistics environment. You will work within a virtual team that follows the "follow‑the‑sun" model, ensuring 24 × 7 coverage for incident and problem management.

Key responsibilities

• Handle incident and problem tickets from opening to closure, adhering to defined service levels.
• Provide first‑level support for IT infrastructure components such as mailboxes, VPN, communication systems, and desktops.
• Monitor assigned systems proactively and react to anomalies, including weekend and public‑holiday on‑call duties.
• Collaborate with service‑provider resources, managing SLAs, OLAs, SOPs, and contracts.
• Support new global applications and assist during critical incidents, escalating to central incident managers when needed.

Required profile

• Bachelor’s degree in Information Technology or a related field.
• Minimum of 2 years of relevant IT experience, preferably in a Service Desk environment.
• Strong learning ability, effective English communication, and problem‑solving attitude.
• Willingness to travel occasionally.
• ITIL certification is a plus.

Required skills

• IT infrastructure knowledge (mailbox, VPN, communication system, desktop).
• Network or data‑center technical support experience.
• ITIL framework familiarity.