IT Technical Support Specialist

Job Description

Company Introduction

Job Responsibilities and Duties

• Provide first-line technical support to employees through phone, email, or in-person, assisting with hardware, software, network connectivity, and system access issues;
• Quickly diagnose and resolve technical problems to minimize downtime;
• Assist with the installation, maintenance, and configuration of computer systems, printers, and other IT hardware, ensuring all equipment is up-to-date and running smoothly;
• Manage user accounts, permissions, and access rights across various systems while ensuring compliance with company policies;
• Offer support for corporate applications, including email, productivity tools, and department-specific software;
• Assist with basic network troubleshooting, addressing issues with LAN/WAN, Wi-Fi, and VPN connections;
• Ensure compliance with IT security policies, including antivirus management, software updates, and secure user access;
• Record and track all support requests and resolutions in the IT ticketing system, providing regular updates to the IT Manager;
• Collaborate with the IT team and other departments to support ongoing projects and initiatives.

Experience

• Possess a minimum of 3 years of experience in technical support or IT helpdesk roles, ideally within a corporate setting;
• Hold a Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience;
• Strong proficiency in Windows operating systems;
• Hands-on experience with Microsoft Office 365, Exchange, Active Directory, SharePoint, Azure, and other enterprise software;
• Expertise in virtual solutions such as Hyper-V and VMware, including maintaining, designing, and troubleshooting;
• Proficiency in managing backup solutions like Veeam and NETAPP;
• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and firewalls;
• Familiarity with remote support tools and IT ticketing systems;
• In possession of a valid driving licence;
• Relevant certifications such as CompTIA A+, Network+, CCNA, or Microsoft Certified Professional (MCP) will be considered as an asset.

Personal Skills

• Strong problem-solving skills and the ability to work independently;
• Excellent communication and interpersonal skills;
• Customer-oriented approach with a focus on providing high-quality support;
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.