Technical Support Specialist

Key Skills:

Roles and Responsibilities:

• Perform troubleshooting for end-user computing needs and handle incident tickets until closure with ownership.
• Investigate and provide temporary and/or permanent resolutions for escalated incidents.
• Provide timely status updates to relevant parties and ensure all tickets are closed upon completion.
• Advise and assist users on the usage of software and hardware peripherals.
• Conduct basic administrative support, asset management, and routine IT housekeeping services.
• Monitor agreed service levels, document and maintain system configurations, and provide regular reporting.
• Determine root causes of issues and communicate effectively with internal and external customers, including third-party service technicians.
• Ensure Key Performance Indicators (KPIs) are consistently met without compromising service quality.
• Manage desktop lifecycle programs, including tracking hardware from delivery to end-of-life, PC builds, application installations, user migration, decommissioning, and disposal.
• Adhere to site and global operational procedures/work instructions to maintain service integrity and quality.
• Comply with company and business unit's Security and Compliance policies and procedures.
• Provide hands-and-legs support to Global IT service lines and manage meeting room devices, including audio and visual equipment.
• Oversee end-user device onboarding and offboarding processes.
• Strive to improve the end-user experience.

Skills Required:

Must-Have:

• User Interface troubleshooting and support
• Android platform expertise
• L1 and L2 support experience
• Incident ticket management and resolution ownership
• Troubleshooting and root cause analysis
• Communication with internal and external stakeholders
• Desktop lifecycle management (PC builds, application installs, decommissioning)

Nice-to-Have:

• Asset management and IT housekeeping
• Meeting room devices support (AV equipment)
• Hands-and-legs support for global IT services
• Familiarity with company Security and Compliance policies

Education:

• Bachelor's Degree in related field
• Professional Certificate with a Diploma in IT, or equivalent technical field.