Job
Description
Job Description: IT Support Specialist Position Summary We are looking for an experienced and customer-focused IT Support Specialist to join our team. This role involves providing first-level support for various hardware, software, and network issues, and ensuring smooth operation of the organization's technology infrastructure. The role includes both technical troubleshooting and customer service, supporting end-users in a multi-platform environment (Windows, Linux, Mac). Key Responsibilities ● Provide technical assistance for resolving hardware, software, and network-related issues. ● Monitor and manage support requests through the ticketing system and ensure timely resolution. ● Install, configure, and maintain laptops/desktops and their operating systems (Windows, Linux, Mac). ● Troubleshoot MS Office, G-Suite, MS Outlook, Crowdstrike , printer configuration, and basic L1 network issues. ● Run diagnostic tools to identify root causes and take corrective actions. ● Configure and manage VPNs, content filtering tools, and endpoint security software such as Crowdstrike and DLP. ● Manage tickets to meet SLA timelines, escalate as needed, and ensure communication with end-users. ● Support basic Active Directory operations such as user creation and modification. ● Document known issues and solutions in a shared knowledge base. ● Support remote users and virtual teams using remote desktop tools. ● Perform maintenance tasks such as OS upgrades, data recovery, and device reimaging. ● Ensure compliance with IT security standards including BitLocker encryption, firewall policies (Fortinet), and group policies (Ivanti). ● Collaborate with other IT teams to ensure seamless delivery of IT services. Preferred Skills and Experience ● 2–3 years of relevant experience in IT support, helpdesk, or service desk operations. ● Hands-on experience with Windows, Linux, and Mac environments. ● Strong understanding of networking fundamentals (TCP/IP, drive mapping, data sharing). ● Familiarity with ticketing systems and monitoring tools. ● Strong analytical and problem-solving skills. ● Knowledge of ITIL framework and service delivery best practices. ● Certifications such as A+, N+, or any hardware/networking courses are a plus. ● Experience with tools such as Fortinet firewall, Crowdstrike, Ivanti, BitLocker, and DLP solutions. ● Excellent communication, time management, and interpersonal skills. ● Self-motivated with the ability to work independently or collaboratively in a team. ● Willingness to work in rotating shifts including nights and weekends. Educational Qualifications ● Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. ● MCA, MSc-IT, or equivalent qualification preferred but not mandatory.
