Senior IT Specialist

Key Responsibilities:

User Support:

- Act as the first point of contact for users seeking technical assistance via phone, chat, and email.

- Diagnose and resolve technical hardware and software issues.

- Provide guidance and support for various IT-related queries.

Incident Management:

- Log and track incidents and service requests from identification through resolution.

- Escalate unresolved issues to higher-level support teams when necessary.

- Ensure timely and effective resolution of issues to meet service level agreements (SLAs).

Communication:

- Communicate effectively with users to understand their issues and provide clear instructions.

- Keep users informed about the status of their requests and any changes or updates.

Documentation:

- Document all support activities, including issue details and resolutions, in the service desk system.

- Maintain and update knowledge base articles to assist with future troubleshooting.

Client/Systems Maintenance:

- Knowledgeable on how to Onboard/Offboard a user system via Microsoft Intune

- Perform routine system maintenance and updates on client systems.

- Assist with the deployment of new software and hardware.

- User/group account management/administration on O365.

Networking:

- Knowledge of network troubleshooting, investigation, and isolation for LAN/WIFI/WAN.

- Regularly monitor office network and system connectivity and report to Infrastructure team for escalation/assistance.

Security:

- Provide basic online IT security advice and support.

- Ensure compliance with company security policies and procedures.

Skills and Qualifications:

Skills:

1. Technical Skills:

• Proficiency in troubleshooting hardware and software issues.

• Knowledge of operating systems (e.g., Windows, macOS, Linux).

• Familiarity with IT service management tools (e.g., FreshService, ServiceNow).

1. Communication Skills:

• Strong verbal and written communication skills.

• Ability to explain technical issues to non-technical users clearly and concisely.

1. Problem-Solving Skills:

• Analytical thinking to diagnose and resolve technical problems.

• Ability to prioritize and manage multiple tasks effectively.

1. Customer Service Orientation:

• Friendly and patient demeanor to provide excellent customer service.

• Ability to remain calm and professional under pressure.

1. Organizational Skills:

• Efficient in documenting support activities and maintaining records.

• Ability to follow processes and procedures accurately.

Qualifications:

1. Education:

• A bachelor's degree in a related field (e.g., Information Technology, Computer Science) is preferred.

1. Certifications (optional but beneficial):

• CompTIA A+

• ITIL Foundation

• Microsoft Certified: Modern Desktop Administrator Associate

• CCNA (Cisco Certified Network Administrator)

1. Experience:

• Previous experience in a technical support or customer service role is advantageous.

• Familiarity with remote support tools and techniques.

• At least 3-7 years’ experience with Microsoft 365 administration.

• At least 3-7 years’ experience with networking (routers, switches, firewalls)

• Solid understanding of TCP/IP, DNS, DHCP, and VLANs

• Experience with Unified Communications & cloud voice/telephony systems

• Experience in global or multisite enterprise environments

Other Requirements:

• Ability to work on shifts, including night shifts and weekends.

• Strong attention to detail and a proactive approach to identifying and resolving issues.

• Ability to work independently and as part of a team.