Technical Support Specialist

Job Description

The Candidate will be performing the following tasks:

• Provide Level 1 (L1) technical support for infrastructure issues including laptops, desktops, printers, scanners, and network devices

• Offer L1 support for digital platforms, including troubleshooting our in house CMS system

• Monitor and maintain computer systems and networks to ensure optimal performance and uptime

• Install, configure, and update operating systems, antivirus software, and productivity tools for new and existing users

• Manage inventory records for IT assets, including hardware lifecycle tracking and software license compliance

• Coordinate local IT procurement, vendor communication, and oversee external repairs or warranty claims

• Perform routine system backups and assist in data recovery procedures when needed

• Assist with user account setup, password resets, and access permissions in Active Directory or similar systems

• Maintain documentation of IT procedures, troubleshooting guides, and asset logs

• Conduct basic network diagnostics, such as checking connectivity, IP conflicts, and router/switch status

• Provide on-site and remote support using tools like Microsoft Teams, Remote Desktop, or helpdesk platforms

• Collaborate with regional or global IT teams to escalate issues and implement best practices

• Ensure compliance with IT policies, including data protection, acceptable use, and security protocols

• Support hardware upgrades, peripheral installations, and office moves or reconfigurations

• Assist in training end-users on new systems, tools, or updates to improve digital literacy

SKILLS:

Qualification & experience

• Degree in Computer Science, Information Technology, or a related field

• 2-3 years experience in IT support, helpdesk, or technical services

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams)

• Familiarity with Windows OS, basic command-line tools, and system settings

• Understanding of network fundamentals (IP addressing, DNS, DHCP, LAN/WAN)

• Experience with ticketing systems (e.g., Zendesk, Solarwinds, etc)

• Ability to diagnose and resolve hardware/software issues efficiently

• Strong communication and customer service skills to support non-technical users

• Organizational skills for managing multiple tasks, documentation, and inventory

Personal skills

• Excellent communication skills (both written and verbal)

• Ability to work under pressure in a local/global context.

• Ability to troubleshoot new and critical technical issues as they arise.