Information Technology Support Specialist - Networks

IT Support Specialist

What You'll Do

Support Specialists are the first line of support for our users and will handle all incoming tickets. The IT Support Specialist will also assist with handling other tickets globally based on priority and availability.

General IT Responsibilities

• Respond to and manage telephone and ticket-based IT requests.
• Troubleshoot and support Windows OS, Office365, and other enterprise applications.
• Recognize and escalate complex problems to appropriate business unit IT teams.
• Research and resolve advanced issues when time permits, documenting solutions for knowledge base use.
• Mentor junior help desk staff on troubleshooting techniques.
• Assist in system onboarding/offboarding tasks and asset tracking.

Network Support Responsibilities

• Provide basic to intermediate troubleshooting for LAN/WAN issues.
• Support configuration and troubleshooting of network devices (routers, switches, access points, firewalls).
• Assist in maintaining Wi-Fi access and VPN connectivity for end users.
• Monitor network performance and assist in identifying and resolving bottlenecks.
• Coordinate with global IT infrastructure teams to implement network-related changes or upgrades.
• Maintain documentation for network topology, cabling, and IP allocations.

What You'll Bring

• Bachelor’s degree (or equivalent diploma) in Computer Science, Information Technology, or a related field.
• 2–4 years of relevant experience in IT support, preferably in a global or enterprise environment.
• Working knowledge of IP addressing, DNS, DHCP, and network protocols.
• Familiarity with basic network diagnostic tools (e.g., ping, tracert, ipconfig).
• Ability to prioritize and manage multiple support issues efficiently.
• Willingness to learn specific network technologies and grow into an internal expert
• Experience supporting Windows 11/10 and Microsoft Office365 environments.
• Exposure to Active Directory user administration.
• Familiarity with remote support tools such as TeamViewer, AnyDesk, or MS Remote Desktop.
• Ability to communicate clearly and professionally in English, both written and verbal.

What We Value

• Knowledge of IT security concepts or frameworks (e.g., ISO 27001, NIST 800-53) is a plus.
• Certifications such as CompTIA Network+, Microsoft Certified: Modern Desktop
• Administrator, or CCNA are preferred but not required.
• Strong customer service orientation and commitment to delivering quality support.
• Proactive mindset with the ability to learn and adapt in a dynamic IT environment.
• Comfortable working both independently and as part of a distributed global team.