Otter Products is currently recruiting for an IT Support Technician to join our IT Service Desk team.  This role is ideal for IT professionals in the early stages of their IT career!

 

As IT Support Technician, you will work closely with the service desk technicians, hiring managers and the HR dept to effectively onboard both onsite and remote new hires. You will create and track help desk tickets and coordinate and execute employee change activities to ensure prompt and satisfactory resolution to issues; this will include imaging laptops and shipping IT equipment to users.   You will also support the tracking of hardware and software, from procurement to disposal.

 

The successful candidate will possess good PC hardware troubleshooting skills, excellent written and verbal communication skills, organizational skills, and an ability to multi-task and prioritize effectively.    

Additionally, you must be personable and enjoy working with people across all levels of the organization and be able to quickly learn new skills.   

At Otter Products, we protect what’s important. From our founder’s garage in 1998 to the global technology leader we are today, Otter Products continues to drive growth through innovation and sense of purpose.

Through our industry-leading brands – OtterBox and OtterCares – we provide our partners and customers the number one selling and most trusted products in our categories. Our commitment to excellence and our philanthropic spirit is the foundation on which we foster our partner relationships, allowing us to grow and to give - together.

By way of our charitable arm, the OtterCares Foundation, we support our communities and invest in the future through education that inspires kids to change the world.

Our founder’s core values are still at the heart of everything we do. We measure our success not just by business results, but by our ability to give back to our communities and strengthen opportunities for all.

• Coordinate and execute onboarding/offboarding tasks, including imaging laptops, shipping/receiving IT equipment, setting up onsite user IT equipment and preparing returned assets for reuse or disposal, following standard procedures via the ticketing system.
• Liaise with vendors and other third party service providers to ensure accurate inventory of IT assets (onsite, remote, disposed) and software licenses; manage the operating budget for equipment procurement to support employee operations.
• Provide hardware support including setup, maintenance, repair scheduling, and troubleshooting for workstations, laptops, printers, AV equipment, and network devices; assist with desk moves and setups.
• Deliver Tier 1 support  and troubleshooting for end-users and Service Desk Technicians, leveraging knowledge base resources; assisting with training and guidance on business tools (e.g., Office 365, OneNote, MS Teams) and application functionality.
• Utilize remote support tools and IT resources to resolve incidents and fulfil service requests; document solutions and contribute to knowledge base articles.
• Provide support coverage during local business hours, complementing global IT support availability and ensuring continuity of service across time zones.
• Work independently with minimal supervision , managing priorities and tasks effectively while maintaining clear and timely communication with global teams.
• Escalate and resolve more complex technical issues involving system performance, application errors, and network connectivity; perform root cause analysis and contribute to long-term solutions.
• Assist with user account provisioning, permissions, and basic system administration tasks in collaboration with infrastructure and application teams.
• Respond to cybersecurity threats in coordination with the global Information Security team, maintaining confidentiality and security best practices.
• Execute project tasks using available resources, including operational IT tasks for applications owned by other IT teams.
• Assist in configuration of user roles and access based on business needs for each application.
• Participate actively in Service Desk team meetings and collaborate with the Global Service Desk team to ensure consistent support and knowledge sharing.
• Demonstrate and drive a customer-focused approach in all communications with internal customers.
• Exercise professional judgment within standard operating procedures and policies to do what is right for the company and customer.
• Support and maintain a positive safety culture by following all safety policies and procedures and actively contributing to a safe working environment.
• Provide after-hours support as necessary for high-priority issues with critical business applications.
• Other duties as assigned.

• Relevant 3rd level qualification or completed. Experience in lieu of qualification will be considered.
• Relevant industry qualifications e.g., CompTIA A+, completion of an ICT Tech apprenticeship (see:  )or equivalent is desirable. 
• Minimum of 1+ years of experience providing service desk or computer related support. Apprenticeship training/experience will also be considered.
• Ability to communicate on all levels, in larger group meetings and cross-functionally in a business environment
• Demonstratable experience with Microsoft Office suites and current Windows operating systems.
• Knowledge of Active Directory users and groups as well as Exchange mailboxes and Outlook in Office365. 
• Experience with computer imaging and user profile set up.
• Knowledge of Service Now (or similar ticketing system). 
• Knowledge of Mac OS and related Apple devices is a plus.
• Strong analytical and organizational skills with excellent attention to detail.
• Willingness and accountability to learn, develop and evolve within a global IT department.
• Effective time management skills with an ability to manage priorities is a must.
• Fluent written & verbal English is required.  Another European language is desirable but not essential. 
• Be self-motivated and able to work alone as well as part of a team. 

Otter Products International is an equal opportunities employer (EEO).
All applicants will be considered for employment regardless of their race, colour, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a minority, birth, disability, age, sexual identity or any other characteristic.

USD $0.00/Yr.

USD $0.00/Yr.