IT Support Specialist

About this opportunity:

The IT Support Specialist role is responsible for providing onsite and remote technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, determines and implements solution.

What you will do:

• Provide technical assistance and support for ICT systems, software, and hardware.
• Develop training manuals and other technical documentation
• Respond to queries over the phone, chat or web tickets
• Log tickets for incidents and service requests on behalf of IT users
• Train users.
• Maintain optimal performance of computer systems.
• Install, modify and repair computer hardware, software and accessories
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), Telephony and other systems.
• Follow up with users on status, feedback and to ensure issues have been resolved.
• Support users seeking technical assistance in person, over the phone, on chat or email.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs and contribute to knowledge base articles.
• Pass on any feedback or suggestions by users to the appropriate internal team.
• Identify and suggest possible improvements for procedures and ways of working.
• If necessary, log tickets for incidents and service requests on behalf of IT users
• Proactively identify issues and resolve before they become an incident
• Follow up with users on status, feedback and to ensure issues have been resolved
• Attend user experience information sessions and ensure best practice is roll-out locally
• Support meeting room solutions including audio visuals and wall panel

The skills you bring:

• Minimum 2 Years of experience working with Microsoft Windows Operating Systems
• Knowledgeable in additional OS such as MacOS and Linux is a plus
• Experience with networking (LAN, WLAN and WAN) concepts and technologies
• Knowledgeable in managing iOS and Android devices.
• Experience with Microsoft Office 365 (Outlook, Skype, TEAMS, etc.)
• Client Facing Skills (friendly, approachable, calm under fire and patient)
• Proven experience as a help desk technician or other customer support role
• Excellent teamwork, time-management and organizational skills
• Ability to diagnose and resolve technical issues
• Excellent communication skills