Senior IT Supporter

About us
Topsoe is a leading global provider of technology and solutions for the energy transition. We combat climate change by helping our customers and partners achieve their decarbonization and emission reduction goals.
Based on decades of scientific research and innovation, we offer world leading solutions for transforming renewable resources into fuels and chemicals for a sustainable world, and for efficient and low-carbon fuel production and clean air.
We were founded in 1940 and are headquartered in Denmark, with over 2,800 employees serving customers all around the globe. To learn more, visit www.topsoe.com.

Who we’re looking for
Topsoe Global IT Service is seeking a service-oriented, experienced, and self-driven Senior IT Supporter to join our Global IT Service Desk. This role is pivotal in ensuring seamless on-site support to users at our Lyngby location and acting as smart hands for our Operations teams.

As a Senior IT Supporter, you will be primarily responsible for providing on-site desktop and infrastructure support to users, incl. first-line support in some of Topsoe’s core applications, ensuring that their IT needs are met efficiently and effectively. You will act as the single point of contact for IT-related issues. Your role will also involve close collaboration with peers across EMEA, APAC, and the Americas to ensure customer satisfaction and global process optimization.

Proving IT support relates to answering support related queries, questions, problems and issues via ITSM, phone, email, walk-ups – all to be logged within the IT Service Management System. Also, the IT Supporter is expected to contribute to or individually implement minor projects or changes.

What you’ll bring

• A service-oriented professional with a strong knowledge base in IT support
• Self-driven and capable of working independently as well as part of a global team
• Experienced in providing on-site IT support and acting as smart hands for operations/infrastructure teams
• Proficient in handling a variety of IT issues, including desktop, telephony, and printer support
• Familiar with IT Service Management Systems and capable of logging and managing support tickets effectively
• Able to collaborate with peers across different regions to ensure consistent and high-quality IT support
• Understand business objectives and requirements
• Have a strong analytic and communication skills
• Can work independently, take on responsibility
• Demonstrate initiative and a pro-active approach
• Are strong in both written and spoken English.

Qualifications

• Strong general knowledge of IT infrastructure and for supporting operating systems, client and end users experience in a global environment, with strong O-365 and MS-Teams skills
• Solid experience with Microsoft technologies and Active Directory
• Experience in creating user focused & technical documentation and procedures
• Strong desire for Service Excellence, professional conduct and continuous improvement.

Your responsibilities
The Senior IT Supporter will act as single point of contact for internal customers and handle 1st and 2nd line tasks.

Daily operation of the Global IT Service

• Dispatch (incl. prioritization and categorization), receiving, solving and closing incidents through the IT Service Management system
• 1st level User support (desktop, telephony, applications, meeting rooms etc.)
• Execute service requests & standard change such as create AD users, share folders, mail accounts
• Local office support & remote support to foreign offices
• Meet targeted SLA’s for Global IT Service
• Procurement and deployment of IT equipment
• Keep knowledgebase and AI features updated
• Facilitate end-users IT training
• Participate in IT projects on a random basis
• Establish and maintain a good end-user relationship
• Execute Global IT Service Strategy
• Maintain AD User and Security groups as per IT policy
• Maintain and support software licenses for related IT applications
• Taking care of most complex tickets and tasks, knowledge sharing help/train and support junior team members on need basis.

In all matters, responsible to comply with current policies incl. Information Security Requirements such as User Access Management, License Compliance etc.

How you can apply
Please contact Head of Global IT Service | Corporate IT - Martin Christesen, phone +45 2777 3315, email [email protected] if you want to know more about the position.

If you would like to be part of a team of skilled and professional colleagues in an informal organization, please submit your application and resume in English and enclose a copy of your references through our website www.topsoe.com.

Application deadline
September 30, 2024