IT Support Specialist (Fixed-term contract)

ABOUT THE COMPANY:

Join ADDENDUM, a global software development and IT team augmentation firm focusing on fintech, banking, and telco industries. Experience tailored benefits, diverse projects with various tech stacks, and opportunities for growth, freedom, and responsibility you desire.

ABOUT THE ROLE:

We are looking for IT Support Specialists to strengthen the existing IT Support team on a fixed-term contract basis for several months. 

Due to ongoing organizational and system changes, the company is experiencing a significant increase in IT incidents and user requests. The internal IT Support team needs additional capacity to ensure that users receive timely and effective assistance.

This is a hands-on user-facing IT Support / Service Desk role, where your main responsibility will be to communicate directly with employees, understand their issues, provide support for common IT requests, and resolve incidents as quickly as possible within your level of access, training, and authorization.

WHAT YOU WILL BE DOING:

• Provide first-line IT support to employees and respond to incoming incidents and user requests.
• Communicate directly with users by phone and other support channels to understand and troubleshoot their issues.
• Resolve common IT requests, such as password resets, account and access-related issues, software problems, and basic workstation issues.
• Investigate user-reported incidents, identify the root cause where possible, and provide appropriate solutions or workarounds.
• Follow established IT support procedures, knowledge-base articles, and troubleshooting guidelines.
• Resolve incidents independently where possible and escalate more complex issues to the appropriate internal IT teams.
• Follow up with users to ensure that reported issues have been resolved.
• Accurately document incidents, troubleshooting steps, actions taken, and resolutions in the relevant IT service management system.
• Support users during ongoing organizational, system, and technology changes.
• Work closely with internal IT teams and other support functions to ensure incidents are resolved within expected timeframes.
• Continuously build knowledge of the company's systems and support processes through training and practical experience.
• Prioritize urgent incidents and user requests to help maintain smooth day-to-day business operations.

WHAT WE EXPECT:

• Previous experience in IT Support, Service Desk, Helpdesk, Desktop Support, or a similar user-facing IT role.
• Good understanding of common IT issues related to workstations, applications, user accounts, passwords, and access rights.
• Experience troubleshooting and resolving basic technical issues independently.
• Good communication skills and the ability to communicate effectively with non-technical users.
• Customer-oriented approach and patience when supporting users with different levels of technical knowledge.
• Ability to investigate problems, ask the right questions, and identify appropriate solutions.
• Ability to work with ticketing / IT Service Management systems and maintain accurate incident documentation.
• Ability to follow established procedures while also knowing when an issue needs to be escalated.
• Strong sense of urgency and ability to handle a high volume of incidents and user requests.
• Ability to learn new systems and processes quickly and apply knowledge gained through training.
• Good organizational skills and ability to manage multiple requests and priorities.
• Fluent Lithuanian and English are required.
• Previous experience in the insurance or financial services sector is an advantage.

WHAT WE OFFER:

Hourly rate: €18–25/hour gross, depending on experience and technical expertise.

Fixed-term contract for several months.

Hybrid working model, with on-site presence expected particularly during the initial onboarding and training period.

At Addendum we believe in personalized benefits packages that cater to your unique passions. Tell us what drives you, and we'll craft a package accordingly. On top of that, here’s what’s in store automatically:

• Top Talent Collaboration: Join award-winning teams from different countries.
• Diverse, Challenging Projects: Break free from the ordinary with dynamic, stimulating work.
• Epic Team Events: Join us for summer and winter parties and online events.
• Learning & Development Opportunities: That new tech certificate is just around the corner.
• Special Celebrations: We love a good shindig for birthdays and project milestones.

So, get your dancing shoes on and come join the fun!

At ADDENDUM, we wholeheartedly reject all forms of discrimination, including but not limited to age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, marriage, civil partnership, or any other protected category. We are committed to fostering a culture of equality and inclusion, where every individual has the opportunity to thrive.