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- Details
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Is it you?
We're looking for a detail-oriented, customer-focused IT support and systems administration specialist to join our service desk team in Tallinn.
This role combines front-line support for employees and contractors with hands-on systems administration. Responsibilities include managing user access, maintaining core IT systems, and supporting the infrastructure for daily operations.
Compared to our service desk agent role, this position carries deeper technical ownership: you'll spend more time working with system administrators, automating routine work, and supporting the infrastructure our service desk depends on, alongside front-line phone and ticket support.
The role cooperates with Icelandair HQ in Iceland will thus follow the Icelandic time zone.
Please submit your application at https://jobs.50skills.com/icelandair/en/45049/.
Key responsibilities
Phone and ticket support
- Serve as a point of contact for IT assistance via phone and the ticketing system.
- Troubleshoot access issues, technical incidents, and general support queries, including more complex system-level problems.
- Monitor and manage incoming service requests, delegate tickets to the right teams, and ensure timely resolution.
- Provide clear status updates to employees and contractors throughout the resolution process.
Field support
- Provide on-site (field) IT support, including desk visits and equipment set-up for employees and contractors.
- Diagnose and repair hardware issues on laptops, desktops, printers, and peripherals; coordinate warranty repairs and vendor support when needed.
- Set up, configure, and deploy new equipment, and manage loaner devices.
- Handle general IT support tasks such as meeting room / AV equipment, mobile device support, and office IT infrastructure (e.g. printers, network points).
Access administration
- Process user account creations, modifications, and deactivations across core systems.
- Ensure access rights align with company security policies and the principle of least privilege.
- Collaborate with security and compliance teams to maintain and audit proper access controls.
Documentation
- Maintain accurate records of issues, solutions, and system configurations.
- Create and update knowledge base articles for recurring issues and common admin tasks.
- Document workflows, access procedures, system architecture notes, and service desk best practices.
Qualifications
- Excellent English communication skills, verbal and written (mandatory).
- Experience in IT support, service desk, or systems administration.
- Strong troubleshooting and problem-solving skills across both user-facing and system-level issues.
- Hands-on experience with Active Directory, Azure AD / Entra ID, and Microsoft 365 administration.
- Familiarity with ticketing systems (e.g. Jira) and IT security / access management best practices.
- Comfortable with hands-on hardware troubleshooting and repair (laptops, desktops, printers, peripherals).
- Ability to multitask and prioritise in a fast-paced environment.
Preferred skills
- Experience providing field / on-site IT support and equipment set-up.
- ITIL Foundation certification or familiarity with ITIL practices.
- Experience creating technical documentation and knowledge base content.
What you’ll get in return
We provide modern office facilities near Ülemiste Centre, a supportive team, engaging work, aviation-related benefits, stability, and competitive compensation. We welcome your application.
You can find average salaries for this postition at palgad.ee.
Location
- Tallinn, Harjumaa, Estonia
Lõõtsa 2a, Tallinn
Time of work
- Full-time
Languages
- English
Contact person
Inga Plado
Inga Plado
Icelandair Business Services AS is a reliable and experienced financial management and accounting service company that offers versatile solutions to the clients.
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