Technical Support Specialist

Description

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Role Overview

The Technical Support Specialist is an entry‑level role within the Zones Technical Assistance Center (ZTAC), serving as the first point of contact for employee technical support. This role focuses on resolving common end‑user issues, supporting Windows devices, and following standardized procedures for device provisioning, access management, and application support. The position builds foundational skills and provides a clear growth path into Tier 2 and advanced ZTAC roles.

Primary Responsibilities

• Provide first‑level support for Windows laptops and Mac devices.
• Troubleshoot common hardware, software, and connectivity issues.
• Support end users with Microsoft Outlook, Microsoft Teams, MS 365, and Windows/Mac OS issues.
• Perform basic PC setup, configuration, maintenance, and software installation.
• Support peripherals such as monitors, keyboards, mice, and printers.
• Assist with standard device provisioning workflows using Windows Autopilot and Microsoft Intune by following documented procedures.
• Provide basic VPN troubleshooting and access support.
• Perform foundational Active Directory and Azure Active Directory tasks (e.g., password resets, account unlocks, group checks).
• Accurately document issues, troubleshooting steps, and resolutions in the ServiceNow ticketing system.
• Escalate complex or unresolved issues per ZTAC escalation processes.

Required Skills & Qualifications

• Foundational experience supporting Windows-based systems.
• Basic understanding of PC hardware and desktop troubleshooting.
• Familiarity with Microsoft 365 applications, especially Outlook and Teams.
• Introductory knowledge of VPN concepts.
• Basic awareness of Active Directory and Azure Active Directory.
• Strong customer service and communication skills.
• Ability to follow standard operating procedures and recognize when escalation is required.

Tier 1 Scope

• Focuses on known issues, standard fixes, and documented workflows.
• Works under guidance of Tier 2 / Senior Specialists.
• Builds baseline technical and service desk skills.
• Does not own advanced imaging, automation, or security remediation.

Zones offers a comprehensive Benefits package

At Zones, we are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. We offer life insurance, optional health insurance, EOBI, and a voluntary pension scheme in line with Company policy. Employees also enjoy additional perks such as Complimentary meals, and access to our in-house gym.

We take pride in being an equal opportunity employer and remain dedicated to maintaining a workplace free from discrimination of any kind. If you are passionate about driving innovation in IT, sales, engineering, or operations, Zones provides a dynamic and collaborative environment to help you grow your career.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

Job timings: 8:00 PM to 05:00 PM (Pk time)

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