About this role
<p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.</span></span></p> <p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Now, we’re looking for talented individuals to join our team and make a difference.</span></span></p> <div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>About the role</b></H2> </div><div><p>The primary roles and objectives of the IT Support Specialist are:</p> <ul> <li>Deliver timely and effective day to day technical support to end users, ensuring minimal disruption to business operations.</li> <li>Maintain accurate and up-to-date technical documentation, including configuration guides, installation procedures, and knowledge base articles.</li> <li>Ensure high availability of computer systems in alignment with agreed service levels, meeting end-user support expectations and receiving positive stakeholder feedback.</li> <li>Provide basic technical support to IT requests and incidents related to back-end Infrastructure when and where required.</li> </ul> <p> </p> <p><strong>This is a full-time Monday to Friday role based out of our Houston office. The hours are 8:00 am until 5:00 pm.</strong></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Key responsibilities</b></H2> </div><div><p>• Provide day-to-day technical support for end user hardware, software, and application issues.<br>• Install, configure, troubleshoot, and resolve problems related to laptops, desktops, operating systems, applications, printers, and other peripherals.<br>• Manage and update the ServiceNow ticketing system to log, track, and resolve incidents and service requests efficiently.<br>• Provide Level 2 support for incidents escalated by the Service Desk, ensuring timely and effective resolution.<br>• Provide basic Infrastructure and Systems Administration support under the guidance of the Infrastructure Team.<br>• Maintain accurate and up-to-date inventory records of IT assets in ServiceNow, including hardware, software licenses, peripherals, and associated services.<br>• Collaborate with vendors and the corporate IT team to resolve complex IT issues and fulfil service requests.<br>• Execute IT related tasks for employee onboarding and offboarding processes effectively.<br>• Fulfil IT service requests in accordance with defined processes and procedures as directed by the IT Director.<br>• Maintain and update SharePoint with relevant IT support documentation and user guides.<br>• Assist the IT Director in project implementation and delivery of new IT initiatives.<br>• Proactively keep the IT Director informed on IT service performance, highlight any service interruptions, and ensure user concerns are appropriately escalated for timely resolution.<br>• Prioritize IT support tasks based on business impact and urgency.<br>• Perform root cause analysis for recurring or high impact technical issues affecting users or business operations and implement preventive measures to avoid future occurrences.<br>• Maintain accurate and up to date technical documentation, including configuration guides, installation procedures, and knowledge base.<br>• Liaise with external vendors and service providers for backend support and issue resolution.<br>• Support the IT Director during project implementation and new initiative roll outs.<br>• Actively contribute to group level IT initiatives and projects, ensuring effective local implementation and alignment with group standards.<br>• Provide guidance and training to end users on best practices and effective use of IT tools.<br>• Provide technical support to field users or remote offices using remote tools.<br>• Assist in software deployment, patch management, and updates as part of the IT operations lifecycle.<br>• Participate in change management activities, ensuring documentation and proper approval processes are followed.<br>• Drive automation and digitization of manual processes, including conversion of paper-based forms and Excel-based workflows into digital, automated, and scalable solutions to improve operational efficiency.<br>• Lead and execute end-to-end IT projects as assigned by the IT Director, ensuring successful delivery from initiation through implementation, adoption, and closure in alignment with business requirements.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>About you</b></H2> </div><div><p><strong>Required Work Experience </strong><br>• Minimum 5 to 6 years of work experience in the field of IT and IT support.<br>• Proven track record in a Microsoft-centric environment is a must.<br>• Experience with a recognized ITSM tool preferably ServiceNow.<br>• Experience in the healthcare industry an advantage.<br>• Mandatory technical skills: <br>o Administering Windows 11.<br>o Mobile device management.<br>o Administering and supporting M365 Products.<br>o Exposure to remote support tools (e.g., TeamViewer, AnyDesk, RDP, or similar).<br>o Administering and supporting Active Directory, Azure AD, Intune etc.<br>o Managing PABX or any Cloud Telephony System. <br>o Basic knowledge of Windows Server and Cisco Device Administration. <br>o Basic knowledge of Electronics Medical Records applications.<br>o Familiarity with cloud platforms like AWS or Azure could be a plus.<br>o Experience in Power BI for reporting, dashboard creation, and data visualization is an added advantage. </p> <p> </p> <p><strong>Required Qualifications</strong> <br>• Degree in the field of IT<br>• Microsoft and CCNA certifications considered a distinct advantage.<br>• ITIL Certified considered a distinct advantage.<br>• Knowledge of HIPAA and ISO27001 compliance is preferred. </p> <p><br><strong>Required Languages</strong><br>• English (oral and written) an absolute must. </p></div></div></div><p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">By joining International SOS, you will contribute to a global network dedicated to protecting people and organisations. We offer a dynamic and respectful workplace where expertise, innovation, and collaboration drive our success.</span></span></p> <p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">13,000 experts | 1,200+ locations | 90 countries | 110+ languages</span></span></p> <p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Start your journey with us today. Apply now!</span></span></p>