IT Support Engineer

Posted date: 9/4/2024

Type: Full-time

1GLOBAL is a technology-driven global mobile communications provider dedicated to empowering enterprises worldwide to unlock the full growth potential of mobile connectivity. With a best-in-class telecom technology platform, a comprehensive suite of globally viable regulatory licenses, and privileged access to the telecom wholesale market, 1GLOBAL is uniquely positioned to deliver seamless compliance and connectivity solutions. Serving the world's leading banks, corporations, and digital-first businesses—including neo-banks, travel companies, and payment service providers—1GLOBAL connects over 43 million devices globally.

With 2024 full-year revenue exceeding US$100 million, 1GLOBAL is a profitable business generating significant cash flows to fund its ongoing investments in infrastructure, transformation, and growth. 2024 saw major client wins and marked 1GLOBAL's evolution from a multi-market telecommunication provider to a global technology-driven mobile connectivity powerhouse.

Established in 2022 by experienced tech founders and entrepreneurs Hakan Koç and Pyrros Koussios, 1GLOBAL is a European technology leader driving digital transformation in the global telecommunications market. It operates as a fully regulated Mobile Virtual Network Operator ("MVNO") in nine countries and as a regulated telecommunications operator in an additional 31 countries. Headquartered in the Netherlands, with world-class R&D hubs in Lisbon, Berlin, and São Paulo, 1GLOBAL employs over 400 experts across 13 countries.

The Role

The IT Support Engineer is a vital role within the IT department, responsible for providing advanced technical support, overseeing IT business-as-usual tasks, managing helpdesk operations, and ensuring the efficient preparation and maintenance of users' IT assets. This position requires extensive experience in IT support, strong troubleshooting skills, and the ability to mentor junior team members. The ideal candidate will have a strategic mindset, excellent problem-solving abilities, and a commitment to delivering high-quality IT services.

Key Responsibilities

Advanced Technical Support:

• Provide advanced technical support for hardware, software, and network issues.
• Troubleshoot and resolve complex technical problems escalated from junior support staff.
• Ensure timely and efficient resolution of support tickets.

Helpdesk Management:

• Oversee the daily operations of the IT helpdesk, ensuring high levels of service and user satisfaction.
• Develop and implement helpdesk policies, procedures, and best practices.
• Monitor helpdesk performance metrics and generate reports for management.

IT Asset Management:

• Oversee the preparation, configuration, and deployment of IT assets for new and existing users.
• Manage the inventory of IT equipment, ensuring accurate tracking and reporting.
• Perform and oversee routine maintenance and updates on IT equipment.

User Support and Training:

• Provide training and support to users on IT systems, tools, and best practices.
• Assist in onboarding new employees, ensuring they have the necessary IT resources and knowledge.
• Create and maintain user accounts and permissions in accordance with company policies.

Documentation and Reporting:

• Maintain comprehensive documentation of support requests, resolutions, and IT procedures.
• Generate and analyze reports on helpdesk activity and common issues to identify trends and areas for improvement.
• Develop and maintain technical documentation for IT systems and processes.

Collaboration and Communication:

• Work closely with other IT team members to ensure seamless support and knowledge sharing.
• Communicate effectively with users to understand their needs and provide clear, concise solutions.
• Participate in team meetings and contribute to continuous improvement initiatives.

Mentoring and Leadership:

• Mentor and guide junior IT support staff, providing training and support as needed.
• Foster a collaborative and supportive team environment.
• Lead by example, demonstrating best practices in IT support and customer service.

Requirements

Technical Expertise:

• In-depth knowledge of computer hardware, operating systems (Windows, macOS), and common software applications.
• Strong understanding of network concepts (e.g., IP addressing, DNS, DHCP).
• Proficiency in troubleshooting and resolving complex technical issues.

Problem-Solving and Troubleshooting:

• Excellent problem-solving skills and the ability to diagnose and resolve complex technical problems.
• Strong analytical skills to identify root causes and implement effective solutions.

Customer Service Orientation:

• Exceptional customer service skills with a focus on user satisfaction.
• Ability to communicate technical information to non-technical users in a clear and understandable manner.

Organisational Skills:

• Strong organizational skills to manage multiple tasks and priorities effectively.
• Attention to detail in maintaining accurate records and documentation.

Team Collaboration and Leadership:

• Ability to work well in a team environment and collaborate with colleagues.
• Leadership skills to mentor and guide junior team members.

Experience:

• A minimum of 2-5 years of experience in IT support or a related field.
• Experience managing helpdesk operations and IT asset management.
• Previous experience in a senior or supervisory IT support role is highly desirable

Education:

• Graduate of any 4 or 5 year course related to Information Technology

Additional Considerations:

• The candidate should be highly self-motivated, detail-oriented, and able to work independently.
• Has a continuous learning mindset - this is important to stay updated with evolving technologies and best practices in IT support.

Why 1GLOBAL?

• Growth Opportunities: Advance your career in one of the fastest growing telecommunications companies, expanding over 40% year-on-year under the leadership of successful tech entrepreneurs.
• Major Transaction Exposure: Be in the driver's seat for transactions that will have an impact on the future telco industry.
• Work with a Talented Team: From the Board and the Founders to the Senior Management Team, you will collaborate daily with the most capable and renowned external advisors, and constantly being exposed to talented and driven individuals.
• Dynamic Work Environment: Thrive in a collaborative, fast-paced workplace where innovation is encouraged, and every contribution counts.
• Professional Development: Work alongside industry experts to enhance your skills and knowledge in a cutting-edge field.
• International Experience: Gain opportunities to work in different 1GLOBAL offices around the world as you grow within the company.
• Open Communication Culture: Join a team where your ideas are heard, and open dialogue is encouraged, fostering a supportive and transparent work environment.
• Get Things Done Attitude: Be part of a results-driven team that values efficiency, creativity, and the drive to make a tangible impact in the industry.

1GLOBAL is an equal opportunity employer, we value your character as much as your talent. Diversity drives our innovation, and we offer a collaborative, dynamic, and international work environment. We are excited for you to join our mission to revolutionise connectivity globally.

No agencies. We do not accept CVs from 3rd parties