Enterprise Support Specialist, EMEA

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November 22

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ISC2

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Cybersecurity • Education • SaaS

ISC2 is a leading organization dedicated to advancing cybersecurity education and certification. They provide various programs for individuals at different stages of their cybersecurity careers, including certification exams, training resources, and leadership development opportunities. ISC2 also advocates for members and promotes diversity within the cybersecurity field by empowering professionals and communities.

201 - 500 employees

Founded 1989

🔒 Cybersecurity

📚 Education

☁️ SaaS

📋 Description

• Consistently respond to all incoming Jira Service Management ticketed requests for support and services within prescribed SLAs. • Provision end user systems and services within prescribed SLAs using appropriate tools and automation. • Order hardware and software from preferred vendors, accurately maintain asset inventory and adhere to asset management policies. • Administer and troubleshoot Apple (MacBooks, iPad, iPhone), Windows and mobile endpoints, using JAMF, Intune and Active Directory, basic level Salesforce workflows, and processes. • Administer user accounts in Okta, Active Directory, Salesforce, and other dependent systems. • Contribute to service improvement efforts, updates to documentation and the development of Service Desk Tier I support processes. • Provide base level Triage for incidents requiring escalation to Tier 2 Infrastructure, Security, Salesforce Administrators and/or Web Support teams. • Perform other duties as assigned.

🎯 Requirements

• Able to work as a solo agent for Support Desk during EMEA Business hours. • Supports an inclusive culture that encourages, supports and celebrates inclusion and serve as a role model to promote inclusion best practices. • Works well independently with limited oversight, and collaboratively as part of a team; develops positive relationships; shares knowledge through peer training. • Demonstrates strong problem solving and analytical skills; strives to understand contributing factors, works to resolve complex situations. • Exhibits strong interpersonal skills and professional demeanor to maintain business relations with internal staff, at every organizational level, and external vendors/clients. • Exceptional customer service skills; works and communicates well with vendors, staff and end-users. • Organization Skills - Keeps information organized and accessible; ability to multi-task; maintains an efficient workspace, manages time well. • Exposure to JAMF management suite, preferred. • Familiarity with Okta troubleshooting, and Administration, preferred. • Must have excellent interpersonal and customer service skills to deliver consistent and positive end-user experiences. • Strong oral/written communication, presentation, and organizational skills. • Must have the ability to articulate complex problems in simple terms. • Current industry certifications desirable (A+, ITIL, ISC2 CC , Apple, Jamf 100+, Intune, etc.)

🏖️ Benefits

• Ability to demonstrate and support the 5 Company Core Values: Integrity, Advocacy, Commitment, Inclusion, and Excellence. • Detail oriented, maintains high-quality standards, and good follow-up skills. • Demonstrates ethical behavior, honesty, and accountability. • Maintains confidentiality.