Our team is looking for a detail-oriented IT Support Specialist to join our dynamic environment. In this role, you will be the first point of contact for end-user IT support requests, as well as the primary administrator for our Freshservice ITSM platform. Key Responsibilities: - Provide technical assistance via the Service Desk, acting as the first point of contact for user inquiries and offering clear troubleshooting assistance. - Administer and enhance the Freshservice ITSM platform, managing workflows, automation, SLAs, and maintaining service catalogs, knowledge base content, and reporting tools. - Resolve technical issues proactively, escalating security-related incidents when necessary, and ensuring high levels of user satisfaction through timely follow-up and ownership. - Monitor systems and perform QA checks, identifying and addressing potential problems before they impact users and maintaining overall service quality. Requirements: - Extensive hands-on IT support experience, supported by a degree in IT or related field (or equivalent professional background), with fluency in English and strong communication skills. - Proficient in MacOS, Windows OS, and productivity suites such as Microsoft 365 (Outlook, Word, Excel, PowerPoint) and Google Workspace (Gmail, Drive). - Experienced with ITSM tools, particularly Freshservice, as well as remote support platforms like VPN and Zoom, and backup tools including Egnyte and Google Drive. - Technical knowledge in networking fundamentals (TCP/IP, DNS, routing, subnetting) and enterprise platforms such as OKTA, Intune, JAMF, and basic AWS console use. About This Role: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence. Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment.