IT Operations Coordinator - ACS Performance : Job Details

Act as 2nd/3rd line onsite support for end-users, assisting the Global Service Desk

Track and resolve tickets (incidents, requests, and tasks)

Maintain and improve IT knowledge base and documentation

Deliver high-quality support with a customer-first mindset

Maintain and update infrastructure documentation and CMDB data

Provide local support for networking, telephony, and server infrastructure

Ensure compliance with ITIL practices, technical standards, and security policies

Manage local vendors (e.g. ISPs and mobile carriers)

Perform out-of-hours support as agreed

Act as a technical specialist in local/global IT projects (e.g., office moves, M&A)

Review local IT-related invoices and manage procurement of peripherals

Represent IT in governance meetings

Manage VoIP, mobile devices, and carrier contracts

Handle device procurement and contract renewals with manager approval

Degree or diploma in Computer Science, Electronic Engineering, or equivalent experience

5+ years in IT support or similar technical roles

Strong knowledge of:

• Windows and Microsoft server infrastructure

• Network infrastructure and VoIP systems

• Mobile device and telephony management

• ITIL framework and CMDB practices

Experience in a global organization preferred

Excellent communication and customer service mindset

Fluent in English

Willingness to travel frequently