IT Technical Support Specialist Role Overview
We are seeking a proactive and customer-focused IT technical support specialist to deliver high-quality technical assistance across a dynamic IT environment.
Main Responsibilities:
* Provide prompt technical support via various channels for end-users, ensuring their satisfaction with our services.
* Log, categorize, prioritize, and resolve IT incidents and service requests in an efficient manner.
* Elevate complex Level 3/4 technical issues to senior engineers when necessary, promoting seamless collaboration and knowledge sharing.
* Troubleshoot and repair hardware problems, including desktops, laptops, and peripherals, adhering to industry standards.
* Maintain accurate user records in Active Directory, encompassing contact and location details, while upholding data integrity.
* Identify recurring issues and report trends to IT leadership to facilitate continuous improvement and strategic decision-making.
* Assist with ICT projects, such as software deployments, system upgrades, migrations, and infrastructure initiatives, fostering innovation and growth.
* Participate in scheduled system maintenance activities, guaranteeing optimal system performance and reliability.
* Adhere to organizational quality frameworks, ICT policies, and security procedures, ensuring compliance and minimizing risks.
* Contribute actively to team collaboration, knowledge sharing, and IT service enhancement, promoting a culture of excellence and customer-centricity.
Key Qualifications:
* Minimum 3-4 years of experience in a L2 IT Service Desk or Technical Support role, showcasing expertise and adaptability.
* Strong hands-on technical skills across Windows workstations and Windows Server environments, Active Directory, Citrix, Microsoft 365, Skype for Business, and Microsoft Office suite.
* Solid understanding of ITIL service management principles, applying them effectively to drive efficiency and effectiveness.
* Experience with Microsoft Intune (highly desirable), network switching and routing (desirable), and Freshservice or similar ITSM platforms (desirable).
* Exceptional communication skills, enabling the ability to explain technical concepts clearly to non-technical users, thereby enhancing overall user satisfaction.