IT Support Specialist

Job Description

We are seeking a dedicated and proactive IT Support Specialist to join our dynamic team and provide technical assistance to our employees. In this role, you will be responsible for setting up new laptops and printers, troubleshooting hardware and software issues, and ensuring seamless IT operations within our organization. This role also encompasses a diverse set of responsibilities, including providing technical support to executives, coordinating disaster recovery exercises, setup and support of cross continental town hall meetings, and contributing to various IT initiatives. The ideal candidate should possess strong communication skills, a solid technical background, and a customer-centric attitude.

Key Responsibilities:

1. Onsite Technical Support:
   • Provide hands-on technical support to employees, ensuring the smooth operation of their workstations, laptops, and mobile devices.
   • Diagnose and resolve hardware, software, and network issues promptly to minimize disruptions.
   • Collaborate with remote IT teams to troubleshoot and resolve complex technical problems.
   • Provide remote technical support when necessary, guiding employees through troubleshooting steps or resolving issues remotely.
2. Executive Support:
   • Offer specialized technical support to company executives, addressing their IT needs and concerns in a timely and efficient manner.
   • Set up and configure executive devices, software, and communication tools.
   • Maintain a high level of confidentiality and professionalism while working with executives' sensitive information.
3. Disaster Recovery Exercise:
   • Assist in the planning, coordination, and execution of regular disaster recovery exercises to ensure the organization's IT systems can effectively recover from potential disruptions.
   • Collaborate with cross-functional teams to simulate different disaster scenarios and assess the readiness of the IT infrastructure.
4. Town Hall Meetings:
   • Manage the technical aspects of company-wide town hall meetings and other large-scale events, including audiovisual setup, live streaming, and technical support for presenters.
   • Ensure that all technical components run smoothly to facilitate effective communication during these important gatherings.
5. IT Initiatives:
   • Participate in and contribute to various IT projects and initiatives, such as system upgrades, software deployments, and process improvements.
   • Collaborate with colleagues to identify opportunities for enhancing the organization's IT environment and user experience.
6. Documentation and Training:
   • Maintain accurate documentation of technical procedures, guidelines, and troubleshooting steps.
   • Provide training to employees on IT tools, best practices, and security protocols.
7. Vendor Coordination:
   • Liaise with external vendors and service providers to ensure timely resolution of hardware and software issues under warranty or support agreements.
8. User Support and Communication:
   • Deliver excellent customer service by addressing user inquiries and issues in a courteous and timely manner.
   • Communicate effectively with non-technical stakeholders, translating complex technical concepts into understandable terms.

Qualifications and Skills:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Strong knowledge of operating systems (Windows, macOS) and productivity software (Microsoft Office, Microsoft SharePoint).
• Excellent problem-solving skills and attention to detail.
• Effective communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Customer-centric approach and a passion for delivering high-quality support.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Proven experience in providing technical support to executives and end-users in a corporate environment.
• Strong knowledge of hardware, software, operating systems, and network troubleshooting.
• Familiarity with disaster recovery planning and execution.
• Proficiency in audiovisual setups for meetings and events.
• Excellent interpersonal and communication skills, with the ability to work collaboratively in a team and interact effectively with individuals at all organizational levels.
• Ability to adapt to changing priorities and handle multiple tasks simultaneously.
• Prior experience with IT project management or coordination is advantageous.