Technical Support Specialist
We are seeking a skilled Technical Support Specialist to join our team. The successful candidate will play a critical role in the first-level support function, focusing on resolving client issues related to file access, storage, permissions, and printing.
The ideal candidate will possess both technical expertise and excellent communication skills to effectively support end-users and maintain high client satisfaction.
* Provide tier 1/2 support for File and Printer related incidents and service requests.
* Respond to, investigate, and resolve tickets related to file access, file shares, user permissions, folder redirection, and mapped drives.
* Provide support for print-related issues including printer queue errors, driver configuration, printer mapping, and connectivity issues.
* Administer shared and network drive permissions in Active Directory or equivalent platforms.
* Configure and support user access to shared folders and secure print environments.
* Troubleshoot group policy-related file and print issues.
* Assist in maintaining and managing print servers, queues, and associated infrastructure.
* Escalate unresolved issues to the next level of support in accordance with SLAs.
* Document all work performed in the ticketing system.
* Proactively identify and report trends in recurring issues.
* Liaise with third-party vendors as required to support print management hardware/software.
* Participate in continuous improvement of documentation and knowledge base for file and print incidents.
The successful candidate will have:
* Solid experience in a Level 1 or 2 Service Desk or Technical Support role.
* Strong experience with Microsoft Windows (10/11), Windows Server environments (2012R2/2016/2019/2022).
* Proficient in Active Directory user and group management.
* Familiar with printer and queue management (e.g., PaperCut, Windows Print Server).
* Knowledge of SMB/CIFS file sharing protocols and mapped network drives.
* Understanding of permission inheritance, security groups, and NTFS permissions.
* Experience using remote desktop tools.
* ITIL experience or understanding of service management practices preferred.
* Excellent customer service and communication skills.
* Experience using a ticketing system such as ConnectWise.
* Excellent communication and presentation skills, with the ability to convey complex information to IT and non-IT stakeholders.
* Detail-oriented with a high level of accuracy and a commitment to meeting tight deadlines.
* Ability to manage ambiguity and adapt to a rapidly changing business environment to prioritise accordingly.
* Strong interpersonal skills, intellectual rigour and curiosity, and ability to work as part of a team in a fast-paced environment.