Enterprise Support Specialist

Overview:

Your Future. Secured. ISC2 is a force for good. As the world's leading nonprofit member organization for cybersecurity professionals, our core values — Integrity, Advocacy, Commitment, Diversity, Inclusion, and Excellence — drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized, award-winning portfolio of certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills and experience for all career levels. Our charitable arm, the Center for Cyber Safety and Education, enables ISC2 and our members to serve the public by educating the most vulnerable about cyber risks and empowering access to enter and thrive in the cyber profession. Learn more at ISC2 online and connect with us on Twitter, Facebook and LinkedIn. When you join ISC2, you'll demonstrate your commitment to an inclusive and equitable environment. Your support of the unique perspectives and experiences shared by our global cybersecurity workforce and profession will be recognized. We invite you to take an active role in helping us create a true sense of belonging across our organization — an environment of authenticity, trust, empowerment and connectedness that empowers all of our successes. Learn more.

Position Summary:

ISC2 is looking for a skilled, customer-oriented Enterprise Support Specialist (EMEA) for our growing Enterprise IT Support Team. The IT Support team has a strong focus on creating an ITIL based support structure that encourages collaboration, personal growth and offers multiple opportunities for functional cross-training and building a strong skillset that will allow employees to succeed and realize their true IT potential.

Summary Description of Position: The Enterprise Support Specialist (EMEA) collaborates with business and IT experts to ensure effective technology service delivery. This individual will establish a rapport and build trust with stakeholders over time by delivering high-quality service outcomes. The Enterprise Support Specialist (EMEA) must also understand and work within the guidelines of ITIL practices to deliver technology service, and agile techniques to deliver continuous improvement. ISC2 supports several security frameworks globally, this person must be familiar with security best practices that affect application configuration, change management and procurement. This role will also champion the ISC2 employee culture and foster the organization's Inclusion goals.

Responsibilities:

• Consistently respond to all incoming Jira Sevice Management ticketed requests for support and services within prescribed SLAs.
• Provision end user systems and services within prescribed SLAs using appropriate tools and automation.
• Order hardware and software from preferred vendors, accurately maintain asset inventory and adhere to asset management policies.
• Administer and troubleshoot Apple (MacBooks, iPad, iPhone), Windows and mobile endpoints, using JAMF, Intune and Active Directory, basic level Salesforce workflows, and processes.
• Administer user accounts in Okta, Active Directory, Salesforce, and other dependent systems.
• Contribute to service improvement efforts, updates to documentation and the development of Service Desk Tier I support processes.
• Provide base level Triage for incidents requiring escalation to Tier 2 Infrastructure, Security, Salesforce Administrators and/ or Web Support teams.
• Perform other duties as assigned.

Behavioral Competencies:

• Ability to demonstrate and support the 5 Company Core Values: Integrity, Advocacy, Commitment, Inclusion, and Excellence.
• Detail oriented, maintains high-quality standards, and good follow-up skills.
• Demonstrates ethical behavior, honesty, and accountability.
• Maintains confidentiality.

Qualifications:

• Able to work as a solo agent for Support Desk during EMEA Business hours.
• Supports an inclusive culture that encourages, supports and celebrates inclusion and serve as a role model to promote inclusion best practices.
• Works well independently with limited oversight, and collaboratively as part of a team; develops positive relationships; shares knowledge through peer training.
• Demonstrates strong problem solving and analytical skills; strives to understand contributing factors, works to resolve complex situations.
• Exhibits strong interpersonal skills and professional demeanor to maintain business relations with internal staff, at every organizational level, and external vendors/clients.
• Exceptional customer service skills; works and communicates well with vendors, staff and end-users.
• Organization Skills - Keeps information organized and accessible; ability to multi-task; maintains an efficient workspace, manages time well.
• Exposure to JAMF management suite, preferred.
• Familiarity with Okta troubleshooting, and Administration, preferred.
• Must have excellent interpersonal and customer service skills to deliver consistent and positive end-user experiences.
• Strong oral/written communication, presentation, and organizational skills.
• Must have the ability to articulate complex problems in simple terms.
• Current industry certifications desirable (A+, ITIL, ISC2 CC, Apple, Jamf 100+, Intune, etc.)

Education and Work Experience:

• Degree in Information Technology. Candidates with a GCSE, High School diploma, GED or regional equivalent and at least six (6) years of IT service desk experience will be considered, in lieu of a degree.
• Minimum four (4) years IT service desk experience - ITIL based enterprise service desk, preferred.
• Experience installing, configuring, and troubleshooting end-user Apple (MacBooks) and Windows (PC) hardware, including workstations, laptops, tablets, smart phones, and printers, required.
• At least one (1) year of experience supporting Office 365 and Adobe suites, required.
• At least one (1) year of experience with Jira Service Management (JSM) ticket management.
• Information security experience, a plus.

Physical and Mental Demands:

• Work normal business hours and extended hours, evenings and weekends when necessary, to meet deadlines, participate in an on-call rotation (typically once a month).
• Regularly (approximately 80% of the time) transport and/or lift up to 50 lbs. of equipment or packages, which may also involve squatting, bending, or kneeling.
• Remain in a stationary position, often standing or sitting, for prolonged periods.
• Regular use of office equipment such as a computer/laptop and monitor computer screens.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.

Equal Employment Opportunity Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.