IT Support Specialist

Ready to be a part of a game-changing team that thrives on defying the impossible?

About PCS Wireless:

Founded in 2001, by two visionary traders, PCS Wireless, affectionately known as “PCS”, is not your average mobile distributor. Led by fearless entrepreneurs, PCS has completely transformed the landscape of the device resell market, both from a business and a consumer perspective.

Today, PCS is a recognized global leader, powering the secondary market. At PCS, we buy and sell mobile devices and products worldwide through partners and programs by breathing new life into old devices effectively extending the device lifecycle up to 5X and beyond. We collaborate with industry giants in consumer electronic manufacturing, wholesalers, big box retailers and small businesses alike, catering to a diverse clientele of more than 1,500 clients. Our operations span major markets worldwide with offices and warehouses in the Americas, APAC, UK & EMEA.

Our go-getting spirit valuing flexibility, a "me for we approach" and curiosity, continues to be the foundation of our success. We are looking for doers and thinkers who get things done and have fun while doing it!

Job Description:

As an on-site IT Support Specialist, you will be a core member of our Technical Support Team and the primary face of IT for our local facilities. You will be responsible for the end-to-end support experience for employees — from first-contact troubleshooting and hardware setup to proactive platform improvements and user enablement. This is a hands-on, on-site role requiring both technical depth and strong customer service skills.

Job Responsibilities:

End-User Support & Service Desk

• Provide Level 1/2 technical support via ticketing system, email, and chat, ensuring SLA compliance and timely resolution.
• Diagnose and resolve hardware and software issues for both PC and Mac users, on-site and remotely.
• Administer Microsoft Office 365 environments: manage mailboxes, licenses, groups, MFA, OneDrive sync, and Conditional Access policies.
• Manage device enrollment and configuration through Microsoft Intune, including application deployment and device profiles.
• Support SaaS applications, printers, and peripheral devices across the facility.
• Assist other IT staff with operational procedures and escalated troubleshooting.

Hardware & Equipment Management

• Configure, stage, and deploy workstations (desktops, laptops, mobile devices) for new hires and hardware refreshes.
• Diagnose and resolve hardware failures; replace components including batteries, power adapters, storage drives, and cables.
• Address OS-level issues such as slow performance, boot failures, and update management on Windows and macOS.
• Maintain accurate inventory of hardware assets and consumable parts; perform regular audits.
• Coordinate logistics for equipment deliveries, returns, and warranty/RMA claims.

Network & Application Support

• Troubleshoot wired and wireless network connectivity issues; verify physical connectivity and resolve localized outages.
• Install, test, and document network cabling and layouts with proper labelling and organization.

System Maintenance & Security

• Maintain, patch, and monitor user environments to support stability and security.
• Monitor security alerts and report potential threats such as phishing attempts or unusual account activity.
• Assist with endpoint quarantining and ensure compliance with security policies.
• Educate users on security best practices and perform regular compliance checks.

Documentation & Training

• Build and maintain SOPs, how-to guides, and knowledge base articles to support team knowledge sharing.
• Create user-friendly training materials to enhance employee self-sufficiency.
• Document problem resolution steps, known issues, and incident reports.
• Provide training to staff on new hardware and software as required.

Who You Are:

Education & Experience

• Degree in Computer Science, IT, or equivalent practical experience.
• Minimum 1–2 years in a desktop support or IT helpdesk role.
• CompTIA A+, ITIL foundation, or equivalent industry certifications.
• Technical Knowledge: Advanced proficiency in Windows/macOS and Office 365 (Entra ID, Teams, OneDrive); familiarity with iOS/Android is a plus.
• Networking & Tools: Strong grasp of networking fundamentals (DNS, DHCP, VLANs) and experience with device management tools like Microsoft Intune.

Support & Soft Skills

• Proven ability to support both on-site and remote users across PC and Mac environments.
• Strong ability to prioritize and manage a high volume of support tickets based on urgency and business impact.
• Excellent written and verbal English skills with a strong patient, people-first approach to customer service.
• Analytical mindset with a knack for troubleshooting complex technical issues.
• Must be physically capable of standing for long periods and working in confined spaces, with the manual dexterity and strength required to handle tools and move equipment weighing up to 50 lbs.

We Are Seeking People Who:

• Act like owners.
• Are continually raising the bar.
• Are sincerely open-minded and willing to examine their strongest convictions with humility.
• Nurture and embrace differing perspectives to make better decisions.

What's in it for You:

• Competitive salary.
• Opportunities for professional growth and development.
• A supportive and collaborative work environment.
• Comprehensive benefits package.

In alignment with pay transparency requirements, the salary range for this role is $42,500 to $57,500 annually. Final compensation may vary based on factors such as experience and qualifications. PCS Wireless offers a robust benefits package designed to support the health, well-being, and financial security of our employees. Specific offerings may vary depending on role, start date, and employment type.

We are an Equal Opportunity Employer. All qualified applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin will be considered. No qualified applicants will be discriminated against on the basis of disability or protected veteran status.