IT Support Specialist

We are looking for an IT Support Specialist to join our client's team. The IT Support Specialist is responsible for providing technical support for a full range of business technology, including computer systems (hardware and software), network infrastructure, telecommunications circuits, mobile devices, telephone systems, and audio-visual equipment. S/he must be able to assess a reported problem independently or failure using diagnostic methods and tools, determine the likely cause and take appropriate action to resolve the problem in a timely manner. Often collaborating with other resources (both internal and external), the IT Support Specialist must understand system inter-dependencies and avoid unintentional interruption of services during troubleshooting and problem resolution.


Our client is an iGaming company who provides a next generation platform that delivers the gaming experience of the future with its market-specific online sportsbook, casino and retail solutions and is located in St. Julian's.


  • Install and configure wireless APs, routers, switches, printers, server hardware and software, and ensure the proper installation and configuration of workstation hardware and software for efficient operation on the network.
  • Maintains various policy and procedure documents.
  • Provides first call resolution or triage for all calls.
  • Provides reports to an agreed schedule (or on request), including management summary, KPIs and detailed performance reports.
  • Ensures accurate logging incidents, service requests, access requests and changes.
  • Ensures that for every call and/or reported event a ticket is created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests. In the cases where a single incident has affected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage.
  • Ensures updates to the Knowledge Base (KB) with all troubleshooting performed and, if applicable, the resolution is made.
  • Utilizes the KB and other support documentation to identify, isolate, diagnose and resolve end-users technical problems and provide information and status as requested.
  • Completes initial diagnosis and progress all issues in a timely fashion to meet customer SLAs, resolving the incidents wherever possible.
  • Escalates tickets to the appropriate Specialists if required.
  • Forward tickets/requests to 3rd party suppliers where necessary and manage progress of these through to closure.
  • Monitors Risks, Issues, Action Logs and Dependencies.
  • Ability to prioritise under pressure.
  • Manages service desk mailbox and VPN accounts.
  • Repairing and replacing equipment if necessary.
  • Manages analyst performance on a monthly basis with a focus on adherence to SLA achievement, customer focus, proactive problem solving and incident avoidance, and expected telephony occupancy.
  • Works with other engineers to resolve incidents.
  • Any other tasks or projects assigned by the Corporate IT and managers.
  • Provide occasional out of hours support.
  • Testing new technologies.


  • Minimum 2 years of experience with Microsoft Azure, Active Directory and Office365.
  • Mid-level or more experience with Atlassian products like the Jira and Confluence.
  • Technical compliance experience.
  • Understanding of Networking technologies and concepts.
  • Basic experience with firewalls (Fortigate&Sophos).
  • Basic experience with cabling. (Replacing connectors like RJ45 etc.).
  • Knowledge of VMWare and ESXi.
  • Use of System’s monitoring tools.
  • Familiar with Windows and macOS Operating Systems.
  • Communicates both written and verbal ideas clearly.


Diploma in IT or similar studies.


  • Attractive salary package.
  • Additional Leave Benefits.
  • Regular company events, celebrations and wellness activities.
  • Optional annual leave carry-over.Annual Employee Wellness Benefit.
  • Fully equipped kitchen including fresh fruit, veg and snacks.
  • Flexibility, Hybrid schedule, with a family-friendly work environment.
  • Free Parking.

If you meet the requirements and feel that this position is a fit for you, do not hesitate and apply for this role today!


IRIS THAUMAS LTD is certified to ISO 9001:2015; licensed Employment Agency/Employment Business (EA #181); and Certified SRPS (MLC 2006 SRPS).

Advertisement created30. November 2023
Application deadlineNo deadline
Type of work
San Ġiljan, Malta
Job Tags