Totara's is a fully customizable learning management system (LMS) that boosts compliance rates, optimizes training effectiveness, and maximizes staff retention – at unrivaled scale. Built and deployed by a global partner network, Totara's platform handles all learning, compliance, and performance management needs no matter the industry or complexity. That's why Totara is trusted by 20 million users across 1500+ customers and 50+ countries.

We are looking for a dynamic and motivated IT Support Specialist to become an integral part of our global IT team. In this role, you will be at the forefront of delivering outstanding technical support and solutions to our internal users. Your responsibilities will include diagnosing and resolving technical issues, managing cloud-based platforms, and maintaining the performance, security, and reliability of our IT systems. Your ability to troubleshoot, communicate effectively, and collaborate with team members will be key in driving efficiency and enhancing the user experience across the organization.

Responsibilities:

• Collaborate with regional IT teams to deliver exceptional IT support, ensuring a seamless and efficient user experience.

• Respond to and resolve IT support requests from employees via in-person interactions, phone calls, and email.

• Utilize tools such as Windows Autopilot to streamline the IT onboarding process for new employees.

• Diagnose and troubleshoot computer system issues by gathering and analyzing relevant data.

• Adjust configurations, settings, and permissions to resolve technical problems.

• Install new software, hardware, and perform updates as needed to maintain system performance.

• Log and track all service requests, ensuring tickets are regularly updated and resolved promptly.

• Oversee the asset lifecycle, including procurement for new hires, warranty claim management, and equipment replacement as necessary.

• Continuously review and enhance IT service delivery, identifying opportunities for improved efficiency and effectiveness.

• Assist in the development and implementation of policies, processes, and governance to support daily IT operations.

Knowledge and Experience:

• Extensive experience with M365 technologies (e.g., Exchange, OneDrive, SharePoint), including administration, troubleshooting, and end-user support.

• Proven hands-on experience in diagnosing and resolving general PC issues in a desktop support environment.

• Strong practical experience with Intune is required.

• Practical experience with Kandji is highly preferred.

• Comprehensive knowledge and support experience with Windows 10/11 and macOS operating systems.

• Familiarity with cloud services such as Google Workspace and AWS.

• Proficient in troubleshooting mobile devices, including Android and iOS platforms.

• Exceptional attention to detail and excellent documentation skills.

• Strong customer service abilities, both in-person and over the phone.

• Positive, solution-oriented attitude when addressing technical challenges and engaging with others.

• Experience using Jira for ticket management and problem resolution.

• Ability to plan for hardware and software obsolescence, growth, and the integration of new technologies.

Benefits and Perks:

• Enhanced Parental Leave

• Private Health Insurance Cover

• Professional Development Opportunities

• Annual Wellbeing Allowance

• New Joiner home working set-up allowance

• Additional Paid Leave: Birthday off, Working days between Christmas and New Years Eve