IT On-Site Support Specialist

About the Role

Join WSP, a globally recognized professional services firm, as an IT Onsite Support Specialist at our Wellington office. This role is pivotal in delivering on-site IT support services efficiently, ensuring smooth operations and excellent user experiences for both the Wellington and regional offices. Collaborate with local, regional, and global IT teams to provide secure, reliable technology support.

Key Duties and Responsibilities

• Provide second-level assistance for incidents and service requests involving desktops, laptops, mobile devices, peripherals, operating systems, Microsoft 365, approved applications, connectivity, and collaboration tools.
• Communicate clearly and manage client-focused support through active ownership, correct prioritization, and timely resolution or escalation.
• Offer hands-on deskside support and practical advice tailored to users’ technical proficiency levels.
• Ensure daily on-site IT services remain operational; proactively spot and address potential disruptions impacting users or office activities.
• Assist with onboarding, offboarding, and user lifecycle management, including equipment preparation, deployment, recovery, and coordination of access.
• Maintain and support Microsoft Teams Rooms, AV systems, digital collaboration tools, and meeting room technology infrastructure.
• Perform routine meeting room checks, react swiftly to issues affecting meetings, and coordinate escalations to internal teams or outside vendors.
• Provide technical support during important meetings and events as needed.
• Install, configure, test, deploy, and maintain standard hardware and software, including device builds, updates, and authorized applications.
• Manage provisioning, refresh, recovery, replacement, and decommissioning of devices per global standards.
• Keep precise asset, inventory, and configuration data updated in the Configuration Management Database to support audits and compliance.
• Oversee hardware warranty processes, vendor engagements, and safe handling of equipment.
• Document all incidents, requests, asset activities, and support tasks in ServiceNow following ITSM guidelines, service levels, and knowledge management practices.
• Meet operational targets, productivity goals, and customer service benchmarks while maintaining high accuracy and detail.
• Create and update comprehensive Knowledge Base articles and support documentation to improve team effectiveness and self-service options.
• Identify recurring problems and suggest improvements to enhance service quality, operational efficiency, user satisfaction, and procedural effectiveness.
• Champion cybersecurity best practices by promptly recognizing and escalating suspected security incidents, vulnerabilities, or misuse of technology.
• Work collaboratively with local, regional, and global IT resolver teams; contribute to technology deployments, office transitions, projects, and systems integrations as required.

Qualifications and Experience

• Formal qualification in a computing field and/or at least two years of relevant IT support experience.
• A genuine passion for delivering high-quality IT support and enhancing the end-user experience.
• Solid contemporary knowledge of diverse end-user computing technologies, including desktop and laptop hardware, operating systems, peripherals, mobile devices, collaboration solutions, and productivity software.
• Basic understanding of networking principles and protocols, such as TCP/IP, DHCP, DNS, Wi-Fi, VPN, in addition to foundational troubleshooting skills.
• Advanced proficiency in Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint, and Office Productivity tools.
• Familiarity with ServiceNow, IT service management workflows, and ITIL frameworks.
• ITIL v4 Foundation certification is preferred.
• Knowledge of Microsoft Intune, Windows Autopilot, and modern endpoint management technologies is advantageous.

Additional Information

This position offers the chance to work with a dedicated and skilled global team of over 75,000 professionals committed to making positive community impacts worldwide. If you are enthusiastic about IT services and eager to contribute your expertise, we encourage you to apply promptly for consideration.