IT Support Specialist

• Lead problem investigations and implement fixes or workarounds.
• Collaborate with technical and business stakeholders.
• Maintain documentation for known errors and resolutions.
• Respond to incoming incidents and service requests (via phone, email, ticketing system).
• Diagnose and resolve technical hardware and software issues.
• Escalate complex problems to higher-level support.
• Log issues and solutions in the ticketing system.
• Provide guidance to users on IT tools and best practice
• Troubleshoot escalated issues that require in-depth technical knowledge.
• Work with infrastructure teams to resolve network, server, or security problems.
• Perform system diagnostics and maintenance
• Assist in deployments and system updates.

Qualifications:

• Must have at least 2-3 years experience in IT setting that handles End users, Clients and Servers support.
• Troubleshooting: Proven ability to diagnose and resolve technical issues is a core requirement.
• IT Systems and Software Knowledge: Understanding of computer systems, hardware, software, and networks is crucial.
• Operating Systems: Familiarity with various operating systems (e.g., Windows, macOS, Linux).
• Hardware and Software: Knowledge of computer hardware components and common software applications.
• Networking: Understanding of basic networking concepts.
• Problem-Solving: Strong analytical and problem-solving skills to identify and resolve issues.
• Microsoft 365 Administration: Managing users, licenses, security settings, and device configurations within the M365 environment.
• Identity and Access Management: Securing access to resources and data within the organization.
• Security Operations: Protecting systems and data from security threats.
• Information Protection: Implementing and managing policies to protect sensitive information.
• Communication: Excellent written and verbal communication skills to explain technical information clearly and interact with users effectively.
• Customer Service: Empathy, patience, and a customer-focused attitude are essential for providing a positive experience.
• Interpersonal Skills: Ability to work well with others, collaborate effectively, and build rapport with users.
• Time Management: Ability to prioritize tasks, manage time effectively, and handle multiple requests simultaneously.
• Active Listening: Ability to listen attentively to user concerns and understand their needs.
• Calmness Under Pressure: Ability to remain composed and professional in high-pressure situations.
• Incident Management: Experience with incident management processes and tools.
• Knowledge Management: Familiarity with creating and using knowledge base articles.
• IT Service Management (ITSM): Understanding of ITSM principles and best practices.
• Multi-channel Support: Experience with various support channels, such as phone, email, and chat.
• Self-Service Options: Knowledge of self-service tools and portals.
• Reporting Tools: Familiarity with reporting and analytics tools.
• Vendor Management: Overseeing and coordinating relationships with third-party service providers or technology vendors.