Regional Information Technology Specialist

Role Overview Regional Information Technology Specialist based in Houston, TX. Reports to the Regional IT Lead (Americas). Provide L1 and L2 support for Kent employees across the Americas, with a strong focus on customer service for internal users. The role requires hands‑on technical support (approximately 80% of the time) and adherence to ITIL, ITSM, and ITAM practices. As an Equal Opportunities Employer, we value applications from all backgrounds, cultures, and abilities. We’re a disability‑friendly employer and can make adjustments to support you to perform at your best during the recruitment process. Responsibilities Provide IT related service to end users on a variety of issues by identifying, researching, and resolving technical problems. Provide accurate incident resolution and service request management within established SLA and OLA time frames, meeting or exceeding customer requirements and expectations. Customer complaints are fully addressed and escalated when required. Manage vendors, suppliers, and ISPs; coordinate with them for smooth IT service delivery in the region. Manage incidents and service requests effectively, capturing information in the IT Service Management Tool for future reference and analysis in line with ITIL principles. Contribute to effective asset management; track all movement and acquisition of assets in the Asset Management Tool for compliance and audits. Investigate end‑user issues, interact with internal teams and external third parties, and appropriately elevate cases as needed. Seek solutions to end‑user needs, communicate trends to management, and suggest innovative solutions on behalf of the end user. Demonstrate appropriate sense of urgency for response time and service levels. Create and maintain FAQ documents to be uploaded to the centralized Knowledge Base. Identify, troubleshoot, and resolve end‑user facing IT issues, document problems and solutions. Participate in workgroups, be the voice of the customer, and support continuous improvement projects. Provide end‑user service through phone, e‑mail, and/or face‑to‑face meetings. Track outbound and inbound communication (phone, e‑mail, and chat support). Qualifications Bachelor of Science in Computer Science, Information Technology, Computer Engineering, or equivalent (preferred). 1‑3 years of experience in an IT Help Desk / Service Desk role. Strong infrastructure (L2 support and configuration) expertise and exposure with systems, network, and user end‑computing devices. Experience with business applications (L1 configuration & support). Proficiency with Windows operating systems and understanding of cloud technologies. Experience with Active Directory, Exchange Online/On‑Premise. Experience with IT ticketing systems (ITSM tools) based on ITIL v3 framework. Experience with computer, printer, IT peripherals, and smart devices. ITIL v3/4 Foundation, MCDST (Microsoft Certified Desktop Support Technician), MCP, or other relevant certifications (preferred). Experience with IT ticketing systems such as Servicedesk, ServiceNow, or Freshservice (preferred). Understanding of cloud computing concepts and Office® 365 / M365 (Azure, SharePoint, OneDrive, Exchange Online, etc.), IaaS, SaaS, DaaS, PaaS, etc. Knowledge of supporting engineering applications (Autodesk, Bentley, Primavera, etc.) and standard productivity applications. Communication Skills Excellent command of the English language in both oral and written communication. Fluency in Spanish is preferred. Consistently demonstrates clear and polite written and verbal communication skills while performing a technical role. Core Competencies Team‑player with the ability to work in a collaborative environment. Strong problem‑solving skills and a positive attitude toward completing tasks and overcoming challenges. HSSEQ The employee must observe the Health, Safety, Sustainability, Environment, and Quality rules of the company, its clients, and the governing authorities of the host country. Details about the Role Location: Houston, TX Relocation required: N/A Travel required: N/A Contract type: Regular Experience level: 1‑3 years #J-18808-Ljbffr Kent