IT Technical Support

IT Technical Support

The IT Technical Support Specialist provides first- and second-level technical assistance to company employees and end-users. The role ensures timely response and resolution to technical issues related to systems, software, hardware, and network infrastructure, maintaining operational continuity and high user satisfaction.

Provides telephone, remote, and on-site technical support to employees on assigned systems, applications, and products. Answers questions about installation, configuration, operation, customization, and usage of IT systems and software.

Applies diagnostic techniques to identify issues, determine root causes, and implement corrective actions for common failures.

Escalates complex problems to senior IT staff or supervisors when required, providing full documentation of troubleshooting steps.

Collect and analyse user feedback to identify problem trends and areas for process improvement or risk mitigation.

Coordinate with server, network, desktop and application teams to restore system functionality and ensure service reliability.

Maintain accurate records of hardware and software inventory, license usage, and hardware configurations in accordance with IT asset management procedures.

Support system updates, deployments, and standardization of desktop environments under guidance from the IT Management Team.

Conducts professional user training sessions on Microsoft Office 365, SharePoint, and other general digital tools essential for daily business operations. Prepares instructional materials and provides ongoing support to enhance user proficiency and productivity.

Perform other duties as assigned by IT Management.

University degree in Information Technology, Computer Science, or an equivalent combination of education and experience.

2–4 years of relevant experience in IT Service delivery.

Thorough knowledge of Microsoft Windows 11, Active Directory, Group Policy, Microsoft 365 (E3/E5), and network topology.

Familiarity with IT service management (ITSM) or Help Desk ticketing systems, with the ability to resolve incidents in accordance with defined service-level metrics.

Experience with SharePoint, Power BI, and engineering application/tool deployment processes.

Strong troubleshooting skills with the ability to apply diagnostic techniques to identify problems, investigate causes, and recommend effective solutions.

Self-motivated, accountable, and customer focused.

Strong problem-solving and organizational abilities.

Excellent communication skills and good command of written and spoken English.

Ability to follow established processes and maintain performance under pressure.