We are seeking a dedicated Modern Workplace Specialist to join our User Support Services team. The ideal candidate will have a foundational understanding of ITIL practices; including basic knowledge in change and problem management processes, be proficient in using Microsoft administration tools such as Endpoint Management and Entra ID, have basic knowledge in on-prem domain setups and demonstrate exceptional English communication skills.
Key Duties and Responsibilities:
- Provide technical support and guidance to end-users, addressing and resolving issues related to modern workplace tools and services.
- Monitor, maintain and troubleshoot different hardware and applications used for our clients within agreed SLAs.
- Ensure that all requests and incidents are resolved within SLA and to ITIL standards.
- Work closely with higher level teams to implement and support modern workplace projects.
- Manage and maintain Microsoft administration tools including Intune, Azure AD, and Office 365 to support and enhance our modern workplace solutions.
- Utilise ITIL frameworks to ensure best practices in IT service management, including incident management, change management and service desk operations.
- Ensure all systems and tools adhere to security best practices and compliance requirements, proactively identifying and mitigating potential risks.
- Participate in a 24x7 ROTA schedule to provide continuous support for partners in East Asia, Europe and America; ensuring round-the-clock availability and responsiveness.
Skills and experience:
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and as part of a team.
- Customer-oriented mindset with a focus on delivering high-quality support.
- Knowledge in creating user guides, training materials and technical documentation.
- Knowledge in Microsoft Intune, Azure AD and Office 365 administration.
- Experience in IT support or administration roles, with a focus on modern workplace solutions.
- Excellent verbal and written English communication skills.
- Experience with hybrid cloud environments would be beneficial.
- Up to 3 years experience in a similar role.
Qualifications:
- Bachelor’s degree in information technology, Computer Science, or a related field.
- Microsoft Certified: Endpoint Administrator Associate or similar certifications.
- ITIL Foundation certification would be beneficial.
What TDM offers you
- Medical & Dental insurance.
- Additional holiday days for length of service.
- Regular team and company social events.
- Gym membership contribution.
- Vendor certifications and training.