Support Specialist – End User Services

About the role

Join XTIUM’s global team as a Support Specialist focused on end‑user technical assistance. You will work remotely, providing first‑line support via phone, email, chat and self‑service portals while collaborating with a diverse group of professionals committed to continuous improvement.

Key responsibilities

• Diagnose and resolve issues on desktops, laptops, printers, peripherals and common software applications.
• Assist users with password resets, account unlocks, access requests and remote assistance sessions.
• Troubleshoot network connectivity problems, including internet access and VPN connections.
• Document incidents and requests in ServiceNow, adhere to SLAs and escalate complex cases when needed.
• Drive customer satisfaction through proactive communication and first‑call resolution.

Required profile

• Minimum 2 years of service‑desk experience in an MSP environment.
• Strong verbal and written communication, problem‑solving and analytical abilities.
• Ability to work under pressure, manage multiple priorities and collaborate in a team.
• Customer‑centric mindset with a focus on service excellence.

Required skills

• Windows OS, Office 365, Azure AD, Active Directory, Exchange.
• ServiceNow ticketing system and remote assistance tools.
• Basic knowledge of MAC OS (optional).
• ITIL concepts or certification (preferred).
• Technical certifications such as CompTIA, A+, MSCE (a plus).