Enterprise Support Specialist (EMEA)

Overview Your Future. Secured. ISC2 is a force for good. As the world’s leading nonprofit member organization for cybersecurity professionals, our core values — Integrity, Advocacy, Commitment, Diversity, Inclusion, and Excellence — drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized, award-winning portfolio of certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills and experience for all career levels. Our charitable arm, the Center for Cyber Safety and Education, enables ISC2 and our members to serve the public by educating the most vulnerable about cyber risks and empowering access to enter and thrive in the cyber profession. Learn more at ISC2 online and connect with us on Twitter, Facebook and LinkedIn. When you join ISC2 , you’ll demonstrate your commitment to an inclusive and equitable environment. Your support of the unique perspectives and experiences shared by our global cybersecurity workforce and profession will be recognized. We invite you to take an active role in helping us create a true sense of belonging across our organization — an environment of authenticity, trust, empowerment and connectedness that empowers all of our successes. Learn more. Position Summary ISC2 is looking for a skilled, customer-oriented Enterprise Support Specialist (EMEA) for our growing Enterprise IT Support Team. The IT Support team has a strong focus on creating an ITIL based support structure that encourages collaboration, personal growth and offers multiple opportunities for functional cross-training and building a strong skillset that will allow employees to succeed and realize their true IT potential. Summary Description of Position: The Enterprise Support Specialist (EMEA) collaborates with business and IT experts to ensure effective technology service delivery. This individual will establish a rapport and build trust with stakeholders over time by delivering high-quality service outcomes. The Enterprise Support Specialist (EMEA) must also understand and work within the guidelines of ITIL practices to deliver technology service, and agile techniques to deliver continuous improvement. ISC2 supports several security frameworks globally, this person must be familiar with security best practices that affect application configuration, change management and procurement. This role will also champion the ISC2 employee culture and foster the organization's Inclusion goals. Responsibilities - Consistently respond to all incoming Jira Sevice Management ticketed requests for support and services within prescribed SLAs. - Provision end user systems and services within prescribed SLAs using appropriate tools and automation. - Order hardware and software from preferred vendors, accurately maintain asset inventory and adhere to asset management policies. - Administer and troubleshoot Apple (MacBooks, iPad, iPhone), Windows and mobile endpoints, using JAMF, Intune and Active Directory, basic level Salesforce workflows, and processes. - Administer user accounts in Okta, Active Directory, Salesforce, and other dependent systems. - Contribute to service improvement efforts, updates to documentation and the development of Service Desk Tier I support processes. - Provide base level Triage for incidents requiring escalation to Tier 2 Infrastructure, Security, Salesforce Administrators and/ or Web Support teams. - Perform other duties as assigned. Behavioral Competencies - Ability to demonstrate and support the 5 Company Core Values: Integrity, Advocacy, Commitment, Inclusion, and Excellence. - Detail oriented, maintains high-quality standards, and good follow-up skills. - Demonstrates ethical behavior, honesty, and accountability. - Maintains confidentiality. Qualifications - Able to work as a solo agent for Support Desk during EMEA Business hours. - Supports an inclusive culture that encourages, supports and celebrates