It Support and Site Coordinator

7 days ago

Bucharest, Bucureşti, Romania H-Tech Supports Full time 20,000 - 40,000 per year

Job Overview

The IT Site Support Coordinator will act as the on-site representative for global Tech Foundation services, ensuring smooth local operations and strong communication between business users, third-party providers, and central IT teams. The role focuses on administrative coordination, user guidance, and on-ground support for IT and AV-related activities, ensuring alignment with global processes and service standards.

Main Areas of Responsibility

On-Site Coordination & Support

  • Provide support for printing and meeting room issues, including signposting and escorting third-party engineers.
  • Collaborate with central Tech Foundation teams to identify and resolve known issues (e.g., network or server-related).
  • Assist third-party teams in setting up townhall streaming environments and ensuring network connectivity.
  • Support global hardware refresh initiatives and coordinate local logistics.
  • Provide basic end-user laptop assistance and ensure service levels meet global SLAs.
  • Process Guidance (Sign Posting)
  • Direct users to the correct global Tech Foundation processes for obtaining:
  • Mobile devices (policy and process guidance)
  • Laptops and iPads (policy and process guidance)
  • Access to UNA for relevant knowledge articles and support resources
  • Additional services such as IHD and vBSC
  • Value Enablement
  • Identify and report local process variations where global standards exist.
  • Support efforts to transition local contracts into central Tech Foundation agreements.
  • Issue Management
  • Guide users on raising tickets through the Integrated Help Desk and appropriate escalation paths.
  • Act as the escalation point when service issues do not meet global SLA standards.
  • Customer Experience
  • Monitor user satisfaction for Tech Foundation processes and report feedback to central service owners.
  • Contribute to an enhanced on-site user experience through proactive support and communication.

Experience & Qualifications

Required:

  • Strong functional understanding of IT and Tech Foundation services.
  • Prior experience in coordinating or supporting global teams.
  • Excellent communication, problem-solving, and interpersonal skills.
  • Strong customer service orientation with a proactive mindset.
  • Key Skills & Competencies
  • Collaboration & Stakeholder Management
  • Problem Solving & Issue Escalation
  • IT Service Management Awareness
  • User Experience Focus
  • Organizational & Change Management
  • Business Acumen
  • Leadership Behaviours
  • Consumer Love: Keeps user experience at the heart of support activities.
  • Accountability: Ensures smooth coordination and adherence to processes.
  • Continuous Improvement: Identifies opportunities to optimize support delivery and local efficiency.

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