Specialist IT Support

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 2–3 years of experience in an IT Helpdesk or Technical Support role.
• Strong knowledge of Windows and macOS operating systems.
• Hands-on experience troubleshooting hardware, software, and network issues.
• Familiarity with networking concepts and basic configuration (LAN/WAN, Wi-Fi, VPN).
• Proficiency in using ticketing systems and remote support tools.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and collaboratively in a team environment.
• Willingness to work in rotational shifts as per business requirements.

Responsibilities:

• Provide first-level technical support to end-users via phone, email, or in-person.
• Diagnose and troubleshoot hardware and software issues on desktops, laptops, printers, and other peripherals.
• Install, configure, and maintain operating systems, software applications, and IT equipment.
• Assist with network troubleshooting, including LAN/WAN, Wi-Fi, and VPN connectivity issues.
• Manage user accounts, permissions, and access within Active Directory.
• Perform regular system updates, backups, and preventive maintenance tasks.
• Document and track all support requests using the ticketing system, ensuring timely resolution and follow-up.
• Provide support for mobile devices, remote access, and collaboration tools.
• Assist in IT asset management, including inventory tracking, tagging, and procurement coordination.
• Collaborate with other IT team members to resolve complex technical issues and improve IT processes.
• Provide end-user training and guidance on IT best practices, systems, and tools.
• Work in rotational shifts to ensure IT support coverage during extended hours or weekends, as required.