IT Help Desk Specialist

We are seeking a highly motivated and skilled Help Desk Support professional to join our team.  Reporting to the Head of Technology, the IT Help Desk Specialist will provide support to a variety of end users with different technical backgrounds, ranging from novice to advanced. This position will also require experience with server-side support and troubleshooting. Serve as the main point of contact within the Service Desk to resolve frontline issues. Troubleshoot, analyze, and resolve technical issues for onsite and remote customers while providing an outstanding positive customer experience.

The ideal candidate will be highly motivated and will have practical experience supporting Windows based networks, cloud-based software solutions, e-commerce platform services, third party IT solution providers, PC hardware and software, and IT security knowledge. He/She will be knowledgeable, friendly, courteous, and willing to work as part of a distributed team.

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

• Ability to translate technical knowledge to associates with a broad range of experience/expertise levels.
• Respond to and resolve service requests and incidents in a timely and efficient manner.
• Handle complex issues and escalations independently, pulling in the other IT teams as needed.
• Perform day-to-day operation, maintenance, analysis, and troubleshooting; act as a critical escalation point to end users.
• Liaise between internal users, external resources, and technical partners to support information technology services across the organization.
• Collaborate with IT Team members to identify and implement solutions to improve system performance and efficiency.
• Interacts with vendors in the evaluation and selection of products and with the vendor support teams to resolve technical issues.

• Prior experience supporting ERP systems preferred (NetSuite, SAP).
• Communicate ideas and recommendations to improve technology and work inefficiencies.

ADDITIONAL QUALIFICATIONS INCLUDE:

• Bachelor's degree in Computer Science, Information Technology, or a related field (preferred) or equivalent work experience.
• Proven experience in a Help Desk or technical support role
• Experience with server side support, including Active Directory and Exchange preferred
• Experience working with a support ticketing systems.
• Experience working with Cache services (Cloudflare)
• Experience with third party virtual server Hosting providers and cloud hosting solutions
• ERP systems experience desirable (NetSuite, SAP)
• Experience and supporting SOX ITGC requirements and audit reporting needs to ensure compliance is met consistently and maintained.
• E-commerce platform experience desirable (Shopify, Salesforce Commerce Cloud)
• Experience with Business Intelligence platforms, such as Tableau or PowerBI, preferred.
• Microsoft SQL Server experience preferred.
• Positive attitude and willingness to assist wherever needed.
• Strong technical, analytical, and critical thinking skills.
• Strong documentation, organizational, written and communication skills.
• Comfortable with ambiguity as we are building an environment of growth and change.
• Passionate about exploring new technologies.
• Must have a customer service attitude; to develop strong relationships with internal and external customers.
• Ability to work in an entrepreneurial, fast-paced environment while being adaptable to change.

We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives and skills. All employment is decided on the basis of qualifications, merit and business need.

We at SIGNA Sports United believe that our team-spirit burns brightest when we're together. We also believe in flexible working models. As such, we provide a place for you to come, work and collaborate in any of our offices in the country you are employed in. And of course, you can work from home if needed.

All your information will be kept confidential according to EEO guidelines.