Senior IT Support Coordinator

About Us

Locaria is a leading multilingual marketing and linguistic services agency that operates across more than 90 global markets. We blend insights, data, talent and technology to take global content further for ambitious brands. Locaria is central to the global content solution of Stagwell, the challenger advertising network.

Overview

We are looking for an experienced IT support professional to join our IT team as a Senior IT Support Coordinator. You will be the primary point of contact for end-user support across multiple locations globally, working closely with a small, distributed IT team. 

This is a hands-on support role from day one, but it is designed for someone who wants to grow. Over time, the right candidate will take on increasing coordination responsibilities within the support function.

#Li-Remote

Responsibilities

What you will do: 

Day-to-day support 

• Respond to and resolve support tickets covering workstation incidents and service requests, for users across multiple global locations. 

• Provide on-site and remote technical assistance: diagnose, troubleshoot and resolve hardware, software and connectivity issues for a wide range of users. 

• Manage user accounts for onboarding and offboarding, including equipment shipping coordination and IT inventory upkeep. 

• Train end-users on hardware, software and security best practices. 

• Escalate to the next support level when needed, maintaining clear ownership and status tracking until resolution. 

• Adhere to established procedures for logging, reporting and monitoring helpdesk requests. 

• Gain hands-on exposure to systems and infrastructure administration 

Team coordination & improvement 

• Coordinate day-to-day workload and priorities across the support team, ensuring coverage and consistent service quality. 

• Document incident resolutions and maintain a knowledge base to reduce repeat handling time and enable team autonomy. 

• Map and document repeatable support processes to improve consistency and onboarding speed. 

• Maintain a clear, up-to-date view of the support function at all times: open incidents, their status, priorities and blockers. 

• Share that view regularly with the IT Head; flag pain points, suggest improvements and contribute to action plans. 

• Manage working relationships with hardware and software vendors 

Qualifications

What we are looking for 

Experience 

• 4+ years in an IT support role, with a track record of handling a wide range of end-user issues independently 
• Experience working in a multi-location or international environment 
• Advanced Ukrainian and English level is required, both written and spoken

• Able to explain technical concepts clearly to non-technical users 

• Comfortable engaging with senior stakeholders in writing 

Technical skills 

• Windows and macOS desktop operating systems 

• Microsoft Active Directory and user access management 

• Microsoft 365 and/or Google Workspace 

• Identity and access tools: MFA, SSO, Okta or similar 

• Ticketing and remote support tools 

Soft skills & mindset 

• Proactive — spots problems before they escalate and proposes solutions 

• Organized and methodical: documents as you go, follows through on open items 

• Able to work autonomously and make sound judgement calls under pressure 

• Collaborative and service-oriented — builds trust with users and colleagues 

Nice to have 

• Experience writing process or incident documentation 

• Basic systems administration exposure (servers, cloud environments) 

• Experience with Mobile Device Management (MDM) tools 

• Administration of SaaS platforms 

Equal Opportunities

You’ll Live Up To The Locarian Values

• We take content further
• We grow together
• Celebrating Individuality
• Doing good along the way
• With care

D&I statement Locaria is global by nature and vastly strengthened by multicultural, international and eclectic teams. Working together to achieve shared goals, our employees recognise the importance of our core value ‘celebrating individuality’, and are supported by Locaria's breadth of cultural resources and insights that attract and retain the best talent.We appreciate the unique perspectives and experiences that each person brings to our team and are fully dedicated to ensuring equal opportunities across the board, regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability and gender identity. If you have a disability or special need that requires accommodation, please let our team know.Join our team and become part of a vibrant workplace and company culture that values and celebrates individuality!BenefitsAt Locaria, we’ve built a package that’s about more than just work; it’s about supporting your ambitions, your well-being, and your life. Some of them are:Enjoy 24 working days of paid leave per year and an extra day off to celebrate your birthday, along with the flexibility to work from home and opportunities to work abroad. We encourage our employees to get involved in charity initiatives, so we give 2 extra days off annually for volunteer work. Additionally benefit from our Annual Wellbeing Calendar, offering dedicated sessions and initiatives throughout the year to support your health and happiness.