IT Support Specialist

IT Support Technician

Key Responsibilities:

• Technical Support:
• Network & System Support:

• Provide first-level technical support to end-users via phone, email, or in-person for both hardware and software-related issues.
• Troubleshoot and resolve problems related to operating systems, software applications, and network connectivity.
• Install, configure, and maintain desktop and laptop hardware, peripherals, and software.
• Assist in the setup and maintenance of workstations, printers, and other IT equipment.
• Support the IT team with monitoring and maintenance of network and security infrastructure, including routers, switches, and firewalls.
• Assist with supporting the internal server infrastructure, including backup systems, file management, and email servers.
• Help with network troubleshooting, including resolving issues related to Wi-Fi, VPN, and LAN connections.

• Hardware & Software Management:

• Install and configure operating systems and business applications.
• Perform hardware diagnostics, repairs, and replacements as necessary.
• Keep track of software licenses, hardware inventory, and asset management.
• Ensure software updates, patches, and security updates are regularly applied across all systems.

• User Support & Training:

• Provide training as required to users on the effective use of hardware and software tools, ensuring proper knowledge transfer.
• Respond to user queries and help them use IT resources effectively.
• Maintain a knowledge base or documentation of common IT issues, resolutions, and troubleshooting steps for internal use.

• IT Security:

• Help maintain IT security standards by enforcing security protocols, antivirus software, and encryption practices.
• Assist in the investigation and resolution of any IT security-related incidents.
• Ensure secure access to company data, systems, and networks, especially when working remotely or using mobile devices.

• System Monitoring & Maintenance:

• Regularly monitor and report on system health, performance, and capacity.
• Perform routine maintenance tasks, including backups and system optimizations.
• Keep IT infrastructure and systems up to date and running efficiently, minimizing downtime.

• Other Duties:

• Assist with IT project deployments, such as software rollouts, system upgrades, or new technology integrations.
• Collaborate with other departments to identify areas where IT support can improve business efficiency and employee productivity.
• Perform other IT-related tasks as assigned by the IT Manager.

• Undertake any ‘other’ additional duties which fall within the reasonable scope of the role responsibilities, requirements and expectations.

Key Skills

• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• High standard of English in bother verbal and written communications
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Familiarity with IT service management tools and ticketing systems (e.g., ServiceNow, Jira).
• Good customer service skills and a client-oriented attitude.
• Ability to handle multiple tasks in a fast-paced environment.
• Proficiency with Microsoft Office Suite and other business productivity tools.
• Experience with Active Directory, DNS, DHCP, and VPN configurations an advantage.
• General understanding of cloud services and applications (e.g., Microsoft 365, etc.).
• Basic knowledge of IT security principles and practices.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (preferred but not required).
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional, ITIL, etc.) are a plus.
• Proven experience in IT support or a related technical field.
• Solid knowledge of computer hardware, operating systems (Windows, macOS, Linux), and networking concepts.
• Experience with troubleshooting software and hardware problems in an office environment.
• Knowledge of networking protocols, VPNs, firewalls, and system security practices.