Information Technology Technical Support

About the role

We are looking for an experienced Information Technology Technical Support professional to provide day‑to‑day assistance for ADES Production Services. The role ensures reliable operation of user hardware, software, networks and IT systems, diagnosing incidents, managing access, and supporting installations and upgrades both onsite and remotely.

Key responsibilities

• Provide timely onsite and remote support for hardware, software, network and access issues, prioritising and documenting tickets.
• Install, configure, maintain and upgrade workstations, peripherals, applications and approved IT equipment.
• Create and maintain user accounts and permissions in line with information‑security policies.
• Record incidents, resolutions, procedures and service reports accurately in the ticketing system.
• Maintain inventories of IT hardware, software, licences, warranties and service agreements, coordinating with vendors as needed.
• Support new‑joiner workstation setup, system changes, user training and continuous improvement of end‑user service.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or a related field.
• Minimum 7 years experience in end‑user support within large enterprise Microsoft environments.
• Strong troubleshooting experience covering hardware, software, networking, user access and remote support.
• Knowledge of ITIL service‑management practices; Microsoft certification preferred.
• Excellent English communication, customer‑service orientation and ability to collaborate across functions.

Required skills

• Microsoft infrastructure
• ITIL service‑management
• Hardware troubleshooting
• Software troubleshooting
• Network troubleshooting
• Remote support