We are looking for an experienced and highly motivated End User Senior Specialist to join our IT Support team and play a key role in delivering high-quality technical services across the organization. This position is responsible for resolving complex technical issues, supporting critical business operations, mentoring support teams, and contributing to the continuous improvement of IT support processes. The ideal candidate is technically strong, customer-oriented, and capable of working effectively in fast-paced and high-pressure environments. If you are passionate about problem-solving, teamwork, and driving operational excellence, we would be excited to have you on our team.

Key Responsibilities:

• Resolve complex and advanced technical incidents and user requests.
• Receive, prioritize, investigate, and resolve issues escalated from Junior and Middle support levels.
• Participate in the operational handling of critical or high business-impact user issues.
• Perform advanced troubleshooting for Windows, Microsoft 365, Active Directory, endpoints, printers, VPN, network connectivity, and corporate applications.
• Support problem analysis activities, assist with root cause investigation of recurring incidents, and propose long-term solutions.
• Prepare and update technical documentation, Knowledge Base articles, troubleshooting guides, FAQs, and user instructions.
• Mentor the team, provide technical guidance to Junior and Middle specialists, and support knowledge sharing.
• Monitor ticket quality, proper escalation, SLA/KPI compliance, and user satisfaction.
• Support implementation of ITSM processes, including incident management, service request management, escalation, and problem management.
• Participate in IT asset management, endpoint lifecycle activities, equipment replacement, and inventory accuracy control.
• Coordinate resolution of complex issues with Infrastructure, Information Security, IAM, and other IT teams.
• Actively participate in software rollouts, endpoint updates, migrations, new system implementations, and other IT projects.
• Propose improvements to increase support process efficiency and participate in implementation of approved changes.

• Minimum 3 years of experience in the IT services field.
• Proficiency in English and Russian is required.
• Strong knowledge of Windows, Microsoft 365, and Active Directory.
• Strong practical experience in endpoint support, hardware/software troubleshooting, printers, VPN, and network issue resolution.
• Understanding of ITSM processes: incident, service request, escalation, problem management, and SLA/KPI management.
• Strong analytical thinking, problem-solving, and decision-making skills.
• Experience in preparing technical documentation, Knowledge Base materials, and user guides.
• Ability to mentor team members and share knowledge.
• Ability to work under pressure in complex and critical situations and manage priorities effectively.
• ITIL Foundation/Intermediate, Microsoft, CompTIA A+, or similar certifications are an advantage.

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