about-project :

This role combines advanced hands-on technical support with operational responsibility, acting as an escalation point for complex incidents and a subject matter expert within the Service Desk function. You will work closely with higher-tier support teams, vendors, and business stakeholders while contributing to continuous service improvement.

responsibilities :

Resolving complex IT incidents and service requests, performing indepth diagnostics and ensuring timely and effective resolution across office and retail store environments
Acting as an escalation point for Junior Service Desk Specialists, offering guidance, coaching, and support to improve team capability and service quality
Providing technical support for advanced retail environments (POS systems, network infrastructure, IT equipment)
Coordinating high-priority incidents and communicating with business users
Cooperating with 2nd and 3rd line support teams and external vendors
Leading problem management activities by identifying recurring issues, conducting rootcause analysis, and supporting the implementation of permanent corrective actions
Creating and updating technical documentation and knowledge base articles
Supporting IT asset management and equipment inventory processes
Participating and occasionally lead small to medium IT projects, deployments, and service improvements

requirements-expected :

2-5 years of experience in Service Desk or IT Support roles
Strong knowledge of Windows OS, networking basics, IT hardware, and enterprise productivity tools
Ability to diagnose and resolve complex technical issues
Experience with ticketing systems
Clear and professional communication skills for users and technical teams
Good organizational skills and ability to manage multiple priorities
English proficiency (min. B2)

offered :