IT Support Specialist

Responsibilities

• Acting as the first point of contact for the troubleshooting and resolution of Incidents and Service Requests related to hardware configuration, software, application and network problems among others
• Making full use of available tools during the diagnosing and execution stages of Incidents and Service Requests
• Routing those Incidents and Service Requests that require reassignment to other Service Teams
• Tracking and retaining ownership of Incidents and Service Requests to ensure that service levels are met and call resolution is achieved within the shortest time span possible
• Continually observing a security-aware approach
• Contributing to the setting up of operating procedures with other Service Teams to ensure that remote support is carried out by Internal IT in an effective manner while maintaining efficiency
• Contributing to the articulation, maintenance, and enforcement of Internal IT procedures and knowledge sharing across units via online tools
• Identifying trends and potential Problem sources (by reviewing Incident and Problem analysis)
• Taking ownership of the system and service monitoring focusing on implementation and continuous improvement
• Handling of all activities initiated by Internal IT across the group
• Ensuring full cooperation and effective communication with various departments.

Requirements

• Building relations! This is a customer-facing role and your customers are all Binance employees
• Multi-tasking; you will be working on various issues at one time, you must be able to prioritize and execute your work in a very fast-paced environment;
• Google Suite, Apple computers, General System Monitoring and General Network Troubleshooting
• Working with systems such as VMware Virtualisation, Okta, JAMF
• Willing to work from the Paris office on a daily basis

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