Bilingual IT Support Administrator — Windows/macOS

HCL Latin America Holding, LLC, Panama B; Bergs kommun; Vor Ort; SEK 420.000 - 540.000; Vollzeit

Zusammenfassung

Sapsf is seeking an Administrator to provide Level 1 and 2 IT support across Windows, macOS, and mobile platforms within a enterprise environment. You will handle tickets via ServiceNow, follow ITIL processes, and work in a shift-based operation.

Responsibilities include diagnosing incidents, escalating where needed, maintaining ticket documentation, and ensuring user satisfaction. Familiarity with Intune, Microsoft 365, and Azure is a plus.

Qualifikationen

• Experience providing Level 1/2 IT support
• Experience with Windows/macOS environments
• Familiarity with ITIL/incident management

Aufgaben

• Provide Level 1 and Level 2 IT support via phone, email, and ticketing tools
• Diagnose and resolve incidents related to desktops, laptops, printers, Outlook, VPN, network connectivity
• Follow ITIL processes for incident and service request management
• Escalate unresolved incidents to Level 2 or Level 3 support teams within SLA timelines
• Maintain accurate ticket documentation and provide timely follow-up updates
• Ensure strong ticket management practices and improve user satisfaction
• Coordinate with FSS teams for onsite support requirements as needed
• Support enterprise IT environments across macOS, Windows, and mobile platforms
• Demonstrate understanding of Intune, Microsoft 365, and macOS; related experience a bonus
• Hands-on experience with ITSM tools such as ServiceNow

Kenntnisse

IT support

Customer service

Communication

Tools

ServiceNow

Vayusphere

Intune

Microsoft 365

macOS

Windows

Jobbeschreibung

Career Opportunities: Administrator - English, Spanish, Windows (159814)

Requisition ID159814-Posted10/07/2026

We seek a skilled Service Desk Analyst with IT support experience, strong troubleshooting abilities, and proven efficiency in managing high-volume ticket queues.

Key Responsibilities

Provide Level 1 and Level 2 IT support via phone, email, and ticketing tools such as ServiceNow and Vayusphere. • Diagnose and resolve incidents related to desktops, laptops, printers, Outlook, VPN, network connectivity, and other end-user systems. • Follow ITIL processes for effective incident and service request management. • Escalate unresolved incidents to Level 2 or Level 3 support teams within agreed SLA timelines. • Maintain accurate ticket documentation, use closure templates, and provide timely follow-up updates. • Ensure strong ticket management practices while consistently improving user satisfaction. • Follow the three-strike user follow-up process. • Coordinate with FSS teams for onsite support requirements as needed. • Support enterprise IT environments across macOS, Windows, and mobile platforms. • Demonstrate a good understanding of Intune, Microsoft 365, and macOS; related experience will be an added advantage. • Bring hands-on experience with ITSM tools such as ServiceNow

Skill Requirements

Strong communication skills, a positive attitude, and flexibility to work in shift-based operations.

Other Requirements

Good knowledge of Windows, MAC, basic networking, Microsoft 365, Intune, and Azure.