IT Support Specialist

Are you ready to play a key role in keeping IT operations running seamlessly? We’re looking for a motivated and detail-oriented IT Support Specialist to join our IT Services & Operations team in Vilnius. In this hands-on role, you’ll be at the center of daily IT activities - from managing access and resolving incidents to improving ITSM tools and supporting audits.

If you enjoy structured work, taking ownership, and have a mindset for continuous improvement while collaborating with developers, resolver teams, and business stakeholders, this could be the perfect opportunity for you.

As a IT Support Specialist, you will be responsible for:

Incident & Major Incident Management:

• Ensure all incidents are logged correctly in Jira with accurate priority and category.

• Track SLA timers, monitor aging tickets, and escalate blockers to resolver teams.

• Mediate between teams when ownership is unclear and communicate resolution updates.

• Lead Major Incident response: confirm severity, start bridge calls, assign roles, and send regular updates to leadership.

• Run Post-Incident Reviews (PIR), write leadership summaries, and track follow-up actions to closure.

Access & Identity Management:

• Maintain the access and tool base (who has access, what level, and who owns each tool) in Jira.

• Ensure all access is granted only through the official request and approval process.

• Follow up on incomplete requests and clarify missing details (business justification, manager approval, expiry dates).

• Manage onboarding and offboarding of KSD employees, including account creation and deactivation.

• Conduct periodic user audits (e.g., assisted sales users) to validate active accounts.

Jira Service Management (JSM) Administration & Tooling:

• Administer JSM: manage access, permissions, projects, spaces, and governance.

• Collect, prioritize, implement, test, and communicate improvements to workflows, forms, automation, and portals.

• Handle JSM-routed requests: incidents, access requests, HR requests, password resets, Work from Abroad approvals.

• Create dashboards and reports; validate numbers and share with appropriate audiences.

• Coordinate with Atlassian vendor/support when needed.

Sounds interesting? We expect you to have:

• Solid understanding of ITSM processes: Incident, Change, Problem, Access, and Service Request Management.

• Strong organisational skills and ability to manage multiple priorities simultaneously.

• Clear written and verbal communication — able to write concise updates for both technical and non-technical audiences.

• Proficiency in Lithuanian and English (working level).

Nice-to-Have:

• 2+ years of experience in IT support, ITSM, or IT operations roles.

• Hands-on experience with Jira Service Management (or equivalent ITSM tool i.e. ServiceNow).

• ITIL Foundation certification (or willingness to obtain).

What we offer:

• Vertical and horizontal career opportunities.

• Continuous training and professional development opportunities.

• Additional health insurance.

• A professional and collaborative team.

• Employee referral program – bonuses for successfully recommended and hired friends.

• Freedom to initiate changes and contribute to achieving ambitious business goals.

• Employee discounts – the opportunity to purchase products in Senukai stores at a discount.

• A paid day off on your birthday.

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