Job Title:
IT Technical Support Specialist
----------------------------------- About the Role:
The IT Technical Support Specialist plays a pivotal part in delivering exceptional customer experiences. This role serves as the primary point of contact for customers, providing level 1 and 2 technical support through various channels including phone, remote tools, and on-site visits.
Key Responsibilities:
* Offer technical assistance to customers via phone, remote access, or on-site visits.
* Maintain and support enterprise applications, networks, and infrastructure.
* Manage user access and permissions.
* Coordinate software and hardware installations, upgrades, and relocations.
* Foster positive customer relationships through clear communication.
* Provide regular updates on ticket status and verify issue resolution with users.
* Travel to sites to deliver tailored IT support and advice.
* Liaise with vendors and internal teams to resolve service requests.
Requirements:
* A minimum of one year's experience in a similar role at a large ITIL-aligned organization.
* Experience with O365, Windows 10, Citrix XenApp, virtual desktop environment, enterprise applications, and Window Service.
* Degree in Computer Science or Business is mandatory.
* ITIL Foundation Certificate.
* CCNA/MCSA/CompTIA certifications are highly desirable.