Gram Equipment is a leading supplier of industrial ice cream machines and solutions. Headquartered in Denmark, we operate globally with +600 employees across offices in Denmark, Turkey, USA, Italy, and China. This position is based in our Izmir site, located in the Aegean Free Zone, Gaziemir.

About the Role:

To undertake administration, support and monitoring of the network, hardware, and software resources; including installation, maintenance, availability, and security to support the operation requirements of the business.

Key Responsibilities ;

• Ticket Handling & Troubleshooting: Manage incoming support tickets and provide timely resolutions for a range of global IT-related issues, including hardware, software, and network problems.
• Walk-in Support: Assist employees who visit the support desk with technical issues, troubleshooting on-site problems and offering solutions.
• User Support: Offer first-line support to end-users in person, via phone, and through email, ensuring they receive efficient and friendly assistance for our global organization.
• Documentation & Reporting: Accurately document all support cases in the ticketing system and provide detailed reports on issues and resolutions.
• Collaboration: Work closely with other IT teams across the globe to resolve more complex issues and share knowledge.
• Maintenance & Setup: Assist with the setup of new devices, software installations, and configurations for new employees.

Key Qualifications;

• Min.1-2 years of proven experience in an IT support role ( in a global or fast-paced environment).
• Strong knowledge Microsoft Windows and hardware troubleshooting.
• Experience with ticketing systems,
• Strong problem-solving skills and the ability to think critically under pressure,
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users,
• Ability to work independently and collaboratively as part of a Global IT team,
• Strong customer service orientation and a passion for helping people,
• Fluency in written English and good English spoken skills.