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About the Role

Provide prompt and efficient first-level support for all IT related issues, ensuring compliance with SLAs and KPIs. Develop and maintain an extensive knowledge base and training center for internal IT use.

Responsibilities

• Provide 1st level IT Support for infrastructure-related issues (e.g. client and printer problems, MS Office errors, configuration adjustments, user authorization setup).
• Prepare and configure workstations for new employees (hardware setup, software installation, network connection, and cabling).
• Install and configure PCs, laptops, smartphones, handheld devices, and printers.
• Manage and maintain the IT asset inventory, ensuring accuracy in documentation and warranty tracking.
• Serve as the first point of contact for technical support requests via the ITSM ticketing system or phone.
• Categorize, prioritize, and document all service requests in compliance with IT service management (ITSM) standards.
• Escalate incidents that cannot be resolved at 1st level while ensuring proper communication and handover.
• Collaborate with Austrian IT colleagues and external partners for problem resolution and project implementation.
• Create, update, and maintain documentation (checklists, FAQs, IT procedures, and system configurations).
• Adhere to Global IT Operations standards, governance, and strategic alignment defined by the Global Head of IT Operations.
• Support the administration and operations of local IT systems, services and applications in coordination with Austrian colleagues.
• Participate in company-wide IT initiatives and contribute to process improvements.
• Ensure completeness and accuracy of documentation.
• Independently process open or unassigned IT service desk tickets within SLA timeframes.
• Provide regular and transparent updates to end users on ticket status and resolutions.
• Adhere to all Starlim IT guidelines, procedures, and completion deadlines.

Requirements

• University degree or College diploma in an Information Technology discipline
• 2-3 years of working experience in IT and corporate environment.
• Experience with and understanding of network concepts, systems security and administrative procedures in a production environment.
• Strong analytical and problem-solving abilities.
• Excellent interpersonal and customer service skills to effectively interact with technical and non-technical users.
• High attention to detail and accuracy in documentation.
• Organized, reliable, and able to handle multiple priorities.
• Demonstrates initiative and willingness to learn and grow towards higher-level support roles.
• Physically capable of performing tasks involving cabling, lifting, PC and network equipment setup.
• Working knowledge of Windows-Server, MS Exchange, Active Directory, VMware, Aruba.
• Ability to effectively troubleshoot MS office suite, printers, PCs, related software and services.

Skills

• IT Support
• Infrastructure Support
• Workstation Configuration
• Hardware Setup
• Software Installation
• Network Connection
• Cabling
• PC Installation
• Laptop Installation
• Smartphone Installation
• Handheld Device Installation
• Printer Installation
• IT Asset Management
• Documentation
• Warranty Tracking
• Technical Support Request Handling
• ITSM Ticketing System
• Service Request Prioritization
• Incident Escalation
• Problem Resolution
• Project Implementation
• Checklist Creation
• FAQ Creation
• IT Procedure Creation
• System Configuration
• Global IT Operations Standards
• IT System Administration
• IT Service Administration
• IT Application Administration
• Process Improvement
• Windows-Server
• MS Exchange
• Active Directory
• VMware
• Aruba
• MS Office Suite Troubleshooting
• Printer Troubleshooting
• PC Troubleshooting

Location

• London

Work Type

• Full-time
• Permanent
• Day shift
• Flexible working hours

Experience Level

• 2-3 years of working experience in IT and corporate environment
• Higher-level support roles

Education Level

• University degree or College diploma in an Information Technology discipline

Salary/Compensations

• Competitive compensation package

Benefits

• Paid time off
• Comprehensive health and dental benefits that are employer paid
• RRSP matching program
• On-site fitness facility
• EFAP through Telus Health
• Referral program

About the Company

• Starlim is an equal employment opportunity employer.
• We are committed to equity, value diversity, and welcome applicants from diverse backgrounds.
• As an inclusive employer, we are committed to providing a fully accessible recruitment process.
• This role is for a new position.

Equal Opportunity

• Starlim is an equal employment opportunity employer.
• We are committed to equity, value diversity, and welcome applicants from diverse backgrounds.
• As an inclusive employer, we are committed to providing a fully accessible recruitment process.
• Please contact us at any time during the recruitment process and let us know what accessible supports you may need.