Job
Description
Description & Requirements We are seeking a highly skilled and experienced IT Support Specialist to join our IT team. The ideal candidate will have strong hands-on expertise in supporting Windows, Linux, and macOS environments, troubleshooting laptop hardware issues, and mentoring junior team members. You will serve as a technical escalation point for the team, drive knowledge sharing, and ensure high-quality end-user support. Key Responsibilities: Provide Level 2/3 support for laptop hardware issues (diagnostics, replacements, vendor coordination). Troubleshoot and resolve OS-related issues across Windows, Linux (Ubuntu), and macOS. Assist users with issues related to applications, VPNs, printers, email, and network connectivity. Mentor and coach junior IT support engineers; lead knowledge-sharing sessions. Maintain detailed documentation, SOPs, and troubleshooting playbooks. Collaborate with IT Infrastructure, AV, and Security teams to address cross-functional issues. Manage incident tickets and service requests using ticketing systems. Ensure timely resolution of issues within defined SLAs. Participate in IT asset lifecycle activities including deployment, refresh, and return. Support remote and in-office users Required Qualifications: 2-4 years of experience in IT support with multi-OS exposure. Strong knowledge of Windows 10/11 , Linux (Ubuntu), and macOS support. Hands-on experience with laptop diagnostics, repairs, and warranty handling (Dell, HP) Experience mentoring junior team members or acting as a team lead/escalation point. Familiarity with Active Directory, remote support tools, and endpoint security practices. Strong communication and interpersonal skills. Excellent analytical and problem-solving abilities. Preferred Qualifications: Certifications: CompTIA A+/N+, Microsoft (MCSA/MCP), Apple ACSP, ITIL Foundation. Familiarity with scripting (PowerShell, Bash) for automation is a plus. Experience supporting hybrid workforce (remote + on-site) setups. Exposure to asset management tools and ITIL frameworks.
