Enterprise Support Specialist – EMEA

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ISC2

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1989

🔒 Cybersecurity

📚 Education

☁️ SaaS

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.

📋 Description

• Respond to incoming Jira Service Management ticketed support and service requests within prescribed SLAs • Provision end-user systems and services within prescribed SLAs using appropriate tools and automation • Order hardware and software from preferred vendors • Maintain accurate asset inventory and adhere to asset management policies • Administer and troubleshoot Apple, Windows, and mobile endpoints using JAMF, Intune, and Active Directory • Administer user accounts in Okta, Active Directory, Salesforce, and other dependent systems • Contribute to service improvement efforts and documentation updates • Develop Service Desk Tier I support processes • Provide base-level incident triage and escalate issues to Tier 2 Infrastructure, Security, Salesforce Administrators, and Web Support teams • Collaborate with business and IT experts to ensure effective technology service delivery • Apply ITIL practices and agile techniques to deliver technology services and continuous improvement • Support application configuration, change management, and procurement in accordance with security best practices • Champion the ISC2 employee culture and foster organizational inclusion goals • Perform other duties as assigned

🎯 Requirements

• Degree in Information Technology required, or GCSE, High School diploma, GED, or regional equivalent plus at least six (6) years of IT service desk experience in lieu of a degree • Minimum four (4) years of IT service desk experience, preferably in an ITIL-based enterprise service desk • Experience installing, configuring, and troubleshooting Apple MacBook and Windows PC hardware, workstations, laptops, tablets, smartphones, and printers • At least one (1) year of experience supporting Office 365 and Adobe suites • At least one (1) year of experience with Jira Service Management ticket management • Ability to work as a solo Support Desk agent during EMEA business hours • Familiarity with ITIL practices and agile techniques • Familiarity with security best practices affecting application configuration, change management, and procurement • Ability to administer and troubleshoot Apple, Windows, and mobile endpoints • Experience or knowledge of JAMF, Intune, Active Directory, Okta, and Salesforce workflows and administration • Strong problem-solving and analytical skills • Strong interpersonal, customer service, oral and written communication, presentation, and organizational skills • Ability to articulate complex problems in simple terms • Ability to work independently with limited oversight and collaboratively as part of a team • Current industry certifications are desirable, including A+, ITIL, ISC2 CC, Apple, Jamf 100+, and Intune • Ability to regularly transport and/or lift up to 50 lbs. of equipment or packages • Ability to work normal and extended hours, evenings, and weekends when necessary, and participate in an on-call rotation

🏖️ Benefits

• Comprehensive benefits package (details provided via linked benefits information) • Inclusion and equitable work environment • Functional cross-training and opportunities for personal growth • Opportunities to build a strong IT skillset • Participation in an on-call rotation, typically once a month