It Support Specialist

Role & responsibilities:

• End-User Support

  : Provide technical support to employees regarding hardware, software, and networking issues, ensuring timely resolution of incidents.

• Troubleshooting and Issue Resolution

  : Diagnose and resolve technical problems related to computers, servers, networks, and other IT-related equipment. Escalate issues as necessary.

• System Maintenance

  : Perform routine maintenance tasks such as updates, patches, and backups to ensure the security and functionality of systems and networks.

• Software and Hardware Installation

  : Install, configure, and maintain software applications, operating systems, and hardware for employees.

• Network Support

  : Assist with maintaining and troubleshooting internal networks, VPNs, wireless connections, and other connectivity issues.

• User Account Management

  : Administer user accounts, permissions, and access controls on various systems (Active Directory,ZOHO, etc.).

• Documentation

  : Maintain detailed records of incidents, resolutions, and system configurations for future reference and compliance.

• Training and Guidance

  : Provide training and guidance to staff on using hardware, software, and network resources efficiently.

• Collaboration with IT Team

  : Work closely with other members of the IT team to deploy new technology and participate in system upgrades or projects.

• Security

  : Assist in ensuring that all IT systems comply with security policies and standards to prevent unauthorized access and data breaches.

• Inventory Management

  : Monitor and maintain an inventory of IT hardware and software to ensure proper tracking and timely replacements.

• Helpdesk Management:

  Monitor and track all issues are closed within set TATs

• Cost Control:

  Constantly drive cost reduction by optimizing and evaluating all internal systems  

Preferred candidate profile:

• Experience

  : Minimum of

  8+

  years

  of hands-on experience in IT support, technical troubleshooting, and user assistance.

• Technical Expertise

  :
• Proficiency with

  Windows, macOS, and Linux

  operating systems.
• Familiarity with

  networking protocols

  ,

  TCP/IP

  , VPNs, and troubleshooting connectivity issues.
• Experience with hardware troubleshooting and replacement (e.g., laptops, desktops, printers, mobile devices).
• Experience with

  Active Directory

  ,

  Microsoft 365

  ,

  ZOHO

  , and other user management platforms.

• Problem-Solving Skills

  : Strong diagnostic and troubleshooting abilities to address technical issues effectively and efficiently.

• Communication

  : Excellent verbal and written communication skills with the ability to explain technical issues to non-technical users.

• Customer Service

  : A customer-focused mindset with the ability to manage and prioritize multiple support requests.

Additional

• Experience with remote desktop support and management tools (e.g., TeamViewer, AnyDesk, ConnectWise).
• Basic scripting skills (e.g., PowerShell, Bash).
• Knowledge of cloud-based systems (AWS, Azure).
• Familiarity with enterprise software like

  Salesforce

  ,

  ServiceNow

  , or

  Jira

  .