IT Support Technician

About Us:

By combining a rich legacy in the power and gas compression space with pioneering technology, INNIO brings our customers affordable, reliable, and sustainable energy solutions for today—and tomorrow. We are helping to meet today’s energy needs with 64 GW of installed capacity and 48,000 of our powerful Jenbacher and Waukesha engines, which can be found in more than 100 countries. And, by harnessing our history of energy industry firsts along with the power of digital innovation, we will continue to deliver for the future. It’s time to take engines to a place no one else can. Welcome to a World of Innovation and Inspiration. Welcome to INNIO!

Position Overview:

We are seeking a customer-focused and technically skilled IT Support Technician to provide frontline onsite & remote IT support to internal employees and external partners. You will act as the first point of contact for IT-related issues via phone, email, chat, and the self-service portal, ensuring incidents and service requests are logged, categorized, and resolved or escalated appropriately. Additionally, you will support local operations, including the joiner/mover/leaver (JML) process, hardware provisioning, and troubleshooting. Your will enable a seamless IT experience across the organization.

Responsibilities:

- Act as the first point of contact for IT issues and requests via phone, email, chat, and self-service portal.

- Accurately log, categorize, and prioritize incidents and service requests in the ITSM system (ServiceNow).

- Troubleshoot and resolve common issues, such as:

- - End-user device problems (laptops, desktops, mobile devices)

- Basic hardware/software errors

- Microsoft 365 applications and email access

- Printer, VPN, and basic network connectivity

- Maximize First-Level Resolution (FLR) by following established SOPs and knowledge articles.

- Escalate complex or high-priority incidents to next Level support or specialist teams following escalation procedures.

- Maintain detailed and clear ticket documentation and contribute to knowledge base updates.

- Monitor ticket queues and dashboards to ensure SLA compliance and timely resolution.

- Support the Joiner/Mover/Leaver (JML) process:

- - Prepare and deploy IT hardware for new starters

- Perform local setup and configurations

- Support employee transfers or relocations

- Handle IT offboarding tasks for leavers

- Provide hands-on support for hardware issues, peripheral troubleshooting, and local IT projects.

- Support physical infrastructure, such as meeting room equipment, printers, and network ports.

- Maintain and manage local IT inventory, including device checkouts and returns.

Minimum Requirements:

- High school diploma or equivalent required; Associate degree or vocational training in IT preferred.

- 2–4+ years of experience in a Service Desk, Help Desk, or Onsite IT Support role. - CompTIA A+, ITIL Foundation and/or Microsoft 365 Fundamentals certifications preferred.

- Proficient with:

- - Windows 10/11 and Microsoft 365 suite (Teams, Outlook, OneDrive, etc.)

- ITSM platforms (e.g., ServiceNow, Jira Service Management, Freshservice)

- Active Directory (user accounts, group memberships, password resets)

- Basic understanding of:

- - Networking fundamentals (IP, DNS, VPN)

- Endpoint management and troubleshooting

- Strong verbal and written communication skills in English; additional language proficiencies are a plus.

- High level of professionalism, customer service, and problem-solving ability.

- Comfortable working both independently and as part of a global, distributed team.

- Ability to stay organized and calm under pressure in a fast-paced environment.