Lead IT Service Specialist

WHY THIS ROLE IS IMPORTANT TO US

As a Lead IT Service Specialist, where the primary focus is on the Onsite Support for the Manila Office, you will oversee the full scope of services within the Incident Management, Request Fulfillment, and Facility Management. In this role, you will become a member of a multifaceted global onsite support team that is committed to ensuring quality service on a global scale. You will also collaborate closely with local teams while also engaging with other Onsite Service Desk team members from various locations worldwide.

What you will be responsible for:

• Provide advanced, timely, and efficient on-site support for hardware, software, and network issues.
• Troubleshooting and resolving issues with desktops, laptops, mobile devices, printers, and other peripherals.
• Maintain detailed and accurate documentation of incidents and requests, and update knowledge base articles.
• Assist employees with onboarding/offboarding, including setting up accounts, hardware, and providing basic IT training.
• Guide IT policies, tools, and best practices to ensure a secure and efficient IT environment.
• Manage and track IT assets, including procurement, deployment, and retirement/recycling of equipment.
• Maintain an accurate inventory of all IT hardware.
• Contribute to continuous improvement initiatives within the IT Service Desk.
• Participate in global IT projects and initiatives to ensure local compliance and alignment.
• Serve as the point of contact for global IT teams to implement company-wide changes in offices within responsibility area(s).
• Coordination of office moves, refurbishments and expansions
• Assist with the setup and configuration of office IT infrastructure.
• Provide immediate on-site support during outages or critical incidents.
• Collaborate with the global IT team to resolve major issues impacting offices within responsibility area(s).
• Occasional business trips to other offices in APAC to provide on-site support.
• Managing the vacation plan schedule for the Onsite team in APAC.
• Planning remote office visits in the APAC region
• Own the dialogue with office management in the remote offices in APAC region.

What we value:

• 5+ years of experience from a similar position
• Experience with 1st and 2nd line support on Infrastructure/Cloud and business applications
• Experience with IT (remote and local) support across cultures and time zones
• Broad knowledge of Microsoft Platforms & Applications, Citrix, VM-ware, Azure, Salesforce, etc.
• Ability to provide onsite support for internal users’ hardware.
• Skilled at managing workload and prioritizing tasks in a thriving environment
• Proficient in resolving challenges and adept at managing service inquiries effectively
• Effective communication abilities along with a willingness to support colleagues
• Commitment to continuous learning and staying updated with the latest in technology
• Exhibits a keen awareness of urgency and excels at organizing tasks by importance.
• ITIL Foundation or higher level of ITIL certification.
• Comprehensive process awareness and proficient documentation capabilities
• Knowledge and experience of using ITSM tools, preferably Jira and Confluence
• A service-oriented mindset with a focus on delivering high-quality support and solutions
• Social and contributing to a good team spirit

Other Requirements:

• Flexible schedule - APAC hours
• 5x a week RTO

BENEFITS:

Attractive salary, bonus scheme, and pension are essential for any work agreement. However, in SimCorp, we believe we can offer more. Therefore, in addition to the traditional benefit scheme, we provide a good work and life balance: flexible working hours and a hybrid workplace model. Simcorp follows a global hybrid policy, asking employees to work from the office two days each week while allowing remote work on other days.

On top of that, we have IP sprints where you have 3 weeks per quarter you can spend on developing your skills as well as contributing to the company development. There is never just only one route - we practice a personalized approach to professional development to support the direction you want to take.

NEXT STEP:

Please send us your application in English via our career site as soon as possible, we process incoming applications continually. Please note that only applications sent through our system will be processed. At SimCorp, we recognize that bias can unintentionally occur in the recruitment process. To uphold fairness and equal opportunities for all applicants, we kindly ask you to exclude personal data such as photo, age, or any non-professional information from your application. Thank you for aiding us in our endeavor to mitigate biases in our recruitment process.

For any questions you are welcome to contact xxx, Senior Talent Acquisition Partner, at email address. If you are interested in being a part of SimCorp but are not sure this role is suitable, submit your CV anyway. SimCorp is on an exciting growth journey, and our Talent Acquisition Team is ready to assist you discover the right role for you. The approximate time to consider your CV is three weeks.

We are eager to continually improve our talent acquisition process and make everyone’s experience positive and valuable. Therefore, during the process we will ask you to provide your feedback, which is highly appreciated.