Role Overview
As an Onsite Support Engineer based in Skopje, you will deliver first and second level technical support directly to users within a regulated workplace setting. You'll handle a variety of IT incidents and service requests, focusing on efficient resolution and clear communication.
Key Responsibilities
- Respond to technical issues involving desktops, laptops, mobile devices, printers, and standard peripherals
- Serve as the main local contact for IT support, providing assistance both in person and remotely
- Log, track, and resolve tickets using the ServiceNow platform
- Ensure all support activities are thoroughly documented with accurate resolution details
- Assist with onboarding new staff, including equipment provisioning and setup
- Contribute to internal knowledge resources to improve service efficiency
- Support ongoing improvements to IT service delivery processes
Required Qualifications
- Fluency in both English and Macedonian, spoken and written
- At least two years of hands-on experience in IT or desktop support roles
- Proven ability to diagnose and resolve issues in Windows-based environments
- Familiarity with ticketing systems, particularly ServiceNow
- Strong interpersonal skills with a focus on user satisfaction
- Capable of working independently while maintaining accountability
- Highly organized with close attention to detail
- Willingness to provide a recent criminal record certificate (issued within the last three months)
Preferred Background
- Prior experience in a regulated industry, such as GxP environments, is advantageous
Technology Environment
Primary systems include Windows operating environments and the ServiceNow ticketing platform.
What We Offer
- Diverse and challenging responsibilities in a supportive setting
- Opportunities for professional growth and skill development
- A collaborative, multilingual workplace culture
- Regular company-organized events and team activities
- Referral incentives through our "Fishing for Friends" program
