Tech Support Specialist

Let’s be #BrilliantTogether

The Tech Support Specialist position is a key contributor to ISS STOXX’s global customer support organization. The position is a critical component to delivering high-quality services to ISS STOXX and joins our IT team, providing in-house technical support.

The position is based in Prague and provides global remote support to ISS STOXX offices across the US, EMEA, and APAC, with Germany being a key region of responsibility.

We focus on collaboration, efficiency, and delivering responsive, high-quality service — and in this role, you’ll succeed by bringing strong communication skills, technical expertise, and a problem-solving mindset.

A successful Technical Services team member is people-oriented and enjoys the challenge of resolving functional/technical issues quickly, whether in person, by phone, chat, or remote connection. You must be able to analyze situations and determine the best approach that meets business needs while following established guidelines. You should also recognize when a non-standard approach is needed and have the confidence to resolve issues without unnecessary escalation. Solid technical expertise, a willingness to learn, and excellent customer care skills are essential.

Key Responsibilities:

• Serve as the “Face of IT” to the customer community, providing a positive experience and reflecting a positive image of IT overall.
• Build, configure, and troubleshoot MAC, Windows 10 desktop and laptop hardware, load software, and conduct audits for unlicensed software utilizing LogMeIn Central, Airwatch, JAMF, software installation, and inventory management.
• Support Office 365, SharePoint, Exchange Online, and MDM for mobile phones
• Accept user calls, manage submitted tickets and work queue, respond to work queues, and resolve issues based on SLAs
• Clearly communicate service status to users, IT teams, and business owners.
• Set up and maintain AV equipment
• Troubleshoot basic network, software, and printing issues.
• Work with vendors to resolve desktop hardware and software issues.
• Manage hardware inventory and procurement of new equipment.
• Collaborate across support levels to ensure timely service and act as a liaison with customers when needed.
• Document IT desktop procedures.
• Work with staff and departments to ensure customer satisfaction and proper incident closure.
• Apply a business focus to tasks, results, and reporting.
• Perform other duties as assigned.

Required Qualifications:

• Bachelor’s degree or equivalent work experience, and a minimum of 3 years in a relevant role.
• Proven background in Desktop support, including building and configuring Mac and PC hardware (Dell, Lenovo, Toshiba), combined with 1st/2nd level customer support and strong communication skills.
• Strong skills in Managing Active Directory, Office 365, Exchange Online, and SharePoint.
• Up to 10% international travel – current passport/ID required.
• Knowledge of, and ability to support, iOS and Android phones.
• Knowledge of structured Service Desk functions and software (ServiceNow, Jira, Remedy)
• Demonstrated ownership of incidents from start to finish, with the initiative to resolve issues, adapt to different customer styles, and learn quickly to deliver high-quality service.
• Strong critical thinking, analytical, and problem-solving abilities.
• Able to remain calm and focused in a fast-paced, high-pressure, and time-oriented environment.
• Ability to coordinate and prioritize effectively and efficiently.
• Able to demonstrate a high degree of flexibility, including flexibility in working hours to support employees and customers across multiple time zones.
• Fluent in English.

Preferred Qualification

• German, French, Dutch, and/or other European languages
• PowerShell scripting
• ITIL certification
• A+, MSCE, or other recognized certification

#LI-RH1 #STOXX #ASSOCIATE #IT

What You Can Expect from Us

At ISS STOXX, our people are our driving force. We are committed to building a culture that values diverse skills, perspectives, and experiences. We hire the best talent in our industry and empower them with the resources, support, and opportunities to grow—professionally and personally.

Together, we foster an environment that fuels creativity, drives innovation, and shapes our future success.

Let’s empower, collaborate, and inspire.

Let’s be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit.

Visit our website: https://www.issgovernance.com

View additional open roles: https://www.issgovernance.com/join-the-iss-team/

Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”). All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.