Job Description

Purpose of the Role
Provide comprehensive IT support to users across the EMEA region, resolving hardware and software issues and administering infrastructure solutions. Responsibilities include server, client, network, software, and collaboration system support, as well as assistance with projects and initiatives in the region.
Key Responsibilities
Perform Service Desk activities to support users across the EMEA region.
Provide on-site field support when required.
Install and maintain IT solutions, ensuring adequate support for end-users.
Maintain and monitor backup solutions, disaster recovery processes, and cybersecurity measures.
Perform hardware/software improvements, upgrades, patches, reconfigurations, and purchases.
Respond to urgent requests, critical escalations, and major system outages.
Manage local infrastructure and support cloud migration tasks.
Conduct inspections and maintenance of hardware and software solutions.
Configure, install, and troubleshoot operating systems and applications on servers and clients.
Manage hardware lifecycle, ensuring secure storage and disposal.
Ensure helpdesk activities are accurately recorded, routed, and resolved.
Provide after-hours or weekend support when required and in compliance with local regulations.
Assist with user and visitor network access while maintaining appropriate security levels.
Participate in corporate training sessions and certifications as needed.
Key Performance Indicators
Execution of deliverables (individual and team).
Achievement of operational targets regarding system availability and user support.
Alignment with regional IT roadmaps and stakeholder expectations.
Qualifications & Experience
Education: Bachelor's degree or equivalent experience in IT Support Operations or Field Services. Industry-recognized IT certifications are advantageous.
Experience:
5+ years in IT Service Desk, Field Support, and System Administration.
3+ years in Project Management.
Healthcare sector experience is preferred.
Competencies & Skills
Strong teamwork, communication, and organizational skills.
Ability to explain complex IT issues clearly to both technical and non-technical stakeholders.
Proficiency in IT operations, system administration, and infrastructure management.
Understanding of ITIL framework and project management methodologies.
Knowledge of IT infrastructure, corporate wireless networks, e-health basics, and data security.
Deep understanding of technology trends, digital technologies, analytics, and design.
Languages
Fluent in English and the local country language (written and verbal).
Additional languages are beneficial.
Additional Requirements
Ability to work across different time zones and travel frequently within the region.
Capability to manage high-volume workloads and meet deadlines under pressure.

Skills Required