Manager à United States

As an IT Support Specialist, your mission is to provide outstanding technical support and foster strategic vendor relationships, driving a culture of collaboration that upholds the reliability, security, and efficiency of our IT infrastructure. You will address complex support requests and service tickets that require on-site expertise or specialized technical knowledge through proactive problem-solving, transparent communication, and a commitment to continuous improvement. You will report to the IT Manager Middle East and Africa (MEA).

• Deliver hands-on technical support to onsite end users by troubleshooting and resolving issues related to computer hardware, software, services, and applications.
• Execute assigned change and service requests with accuracy and efficiency, ensuring timely completion and adherence to established processes and standards.
• Act on incidents which are approaching or have reached the point of breaching our service level agreements.
• Support end users and deliver IT services in the areas of Microsoft, MS Teams, PC support, LAN and WAN, video conferencing, etc.
• Hands-on practice on Microsoft Power platform services including Power Automate and Power App.
• Microsoft SharePoint online administration (Intermediate level).
• Mobile devices support including mobile device management.
• Provide hands-on support to our specialist team with server, network, and telephonic infrastructure.
• Maintain Asset Management database in ServiceNow with accurate records of IT assets.
• Work in partnership with the IT Manager to oversee and maintain the IT infrastructure, ensuring all information systems operate at peak performance and support business continuity.
• Properly escalate incidents or problems to IT Manager and Regional End User Support teams according to the impact, severity, and urgency.
• Ensure full compliance with IT security procedures, guidelines, and policies referring to the Atlas Copco Way.
• Manage vendor relationships to ensure timely delivery and quality of service.
• Communicate effectively with stakeholders to ensure alignment of IT services with business objectives.
• Liaise with local vendors for procurement, maintenance, and support of IT equipment and services.

To succeed, you will need

• Minimum of 2 years experience in a similar role.
• Customer-focused and business-oriented.
• Demonstrate the ability to work both independently and collaboratively within a team environment, maintaining a proactive approach and effectively managing multiple tasks simultaneously.
• Effective communication and interpersonal skills.
• Apply strong analytical thinking and problem-solving skills to overcome challenges and deliver impactful solutions in fast-paced, complex environments.
• Maintain a proactive mindset with a strong willingness to research, learn, and discover effective solutions, while quickly grasping new technologies and adapting to evolving processes.
• Strong knowledge of computer hardware, software, and network systems.
• Troubleshooting PCs and laptops (Dell and HP experience).
• Mobile devices management and support.
• Hands-on experience with Microsoft, especially MS Teams, MS Outlook, OneDrive & SharePoint.
• Experience with vendor management and project participation is beneficial.
• Experience working in a global or multi-site environment.
• University degree or equivalent competence gained through experience.
• ITIL Certification and experience with IT best practices/ITIL; ITIL certification desirable.
• Certifications such as CompTIA A+, Network+, CCNA, or Microsoft Certified IT Professional (MCITP) are a plus.

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

In return, we offer

• Culture of trust and accountability.
• Lifelong learning and career growth.
• Innovation powered by people.
• Comprehensive benefits.
• Health and well-being.

Job location

This role requires you to work on-site at our office in Boksburg, Gauteng, South Africa (ZA). You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.