Job Summary:
We are looking for a detail-oriented, technically skilled, and service-driven IT Support Specialist to join us. This role requires a balance of hands-on technical troubleshooting and IT documentation responsibilities , ensuring smooth operations across all company systems and user endpoints. The ideal candidate is a self-starter who thrives in fast-paced environments, can resolve technical issues independently, and maintains precise documentation and procedural compliance.
Job Description:
- Provide first-line and second-line technical support to end-users (hardware, software, network, peripherals).
- Diagnose and resolve hardware issues on desktops, laptops, mobile devices, and other user equipment.
- Perform installation, configuration, and maintenance of operating systems, applications, and updates.
- Troubleshoot network connectivity issues (LAN/WAN/Wi-Fi), including routers, switches, VPN, and firewalls.
- Set up and manage user accounts, access rights, email, and collaboration tools (e.g., Microsoft 365, Google Workspace).
- Provide on-site or remote support for video conferencing systems, printers, and other office equipment.
- Assist with IT asset deployment (e.g., laptops, phones), imaging, and hardware lifecycle management.
- Maintain accurate IT asset inventory (hardware, software licenses, warranties, etc.).
- Create and update technical documentation, how-to guides, and knowledge base articles.
- Track and manage support requests using a ticketing system.
- Assist in IT audits, security compliance documentation, and standard operating procedure (SOP) creation.
- Record incidents, actions taken, and resolutions for future reference and reporting.
- Enforce and support IT security best practices, such as password policies, antivirus, and data encryption.
- Participate in onboarding and offboarding processes (IT orientation, access control, equipment handover).
- Identify and escalate potential security threats or vulnerabilities to Direct Superior.
- Assist in IT projects such as office moves, system upgrades, cloud migrations, and deployments.
- Coordinate with vendors and service providers for external support, repairs, and licensing.
- Support regular system backups, patch management, and disaster recovery procedures. Other ad hoc duties as assigned.
Job Requirement:
- Diploma or Degree in Information Technology, Computer Science, or a related field.
- 2+ years of experience in a technical support or helpdesk role.
- Proficient with Windows operating systems.
- Familiar with Active Directory, Microsoft 365 admin center, and basic networking.
- Basic understanding of cybersecurity principles and IT compliance frameworks.
- Excellent problem-solving and analytical skills.
- Strong verbal and written communication skills.
- Ability to manage time effectively and prioritize multiple requests.
- High attention to detail, especially for documentation and follow-up tasks.