About the Role
We are looking for an IT Support Specialist / IT Support Engineer to provide day-to-day technical support and ensure the smooth, secure, and reliable operation of the company's IT environment. The role will support employees both onsite and remotely, troubleshoot technical issues, maintain IT systems and equipment, and assist with user onboarding and access management. This is an onsite role and is suitable for someone who enjoys troubleshooting, working directly with users, and solving IT problems.
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Key Responsibilities
- Provide timely IT support through tickets, phone, email, and in-person assistance.
- Troubleshoot and resolve hardware, software, operating system, application, printer, network, and VPN issues.
- Install, configure, update, and maintain computers, mobile devices, peripherals, and other IT equipment.
- Set up IT equipment, user accounts, software, and access for new employees and existing users.
- Manage and support Microsoft 365, Windows, Active Directory (AD/AAD), and user access.
- Monitor and support basic network, server, wireless, firewall, and VPN infrastructure.
- Maintain IT security by managing patches, access controls, malware protection, and security policies.
- Maintain accurate support tickets, technical documentation, knowledge-base articles, and IT records.
- Guide and train employees on the proper use of IT systems, software, hardware, and internal IT procedures.
- Escalate complex technical issues to senior IT teams or external vendors and follow through until resolution.
- Support the evaluation and implementation of new IT technologies and equipment based on business needs, performance, and cost.
- Identify opportunities to use AI tools and digitalization to improve IT support and business processes.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
- Relevant certifications are an advantage, such as: CompTIA A+, CompTIA Network+, CCNA, Microsoft 365 Fundamentals, ITIL, Relevant Microsoft/Azure or cybersecurity certifications.
- 2-3+ years of hands-on experience in IT Support, Helpdesk, Desktop Support, System Support, or a similar role.
- Strong knowledge of Windows operating systems and Microsoft 365.
- Practical experience with Active Directory / Azure Active Directory (AD/AAD) and user access management.
- Good understanding of networking fundamentals, including TCP/IP, VPN, Wi-Fi/wireless networks, firewalls, Layer 2 switches, and SD-WAN.
- Working knowledge of Windows Server and basic server support.
- Experience using remote support tools and IT ticketing systems.
- Good troubleshooting and problem-solving skills.
- Ability to explain technical issues clearly to non-technical users.
- Strong customer service, communication, organization, and time-management skills.
- Ability to manage multiple support requests and prioritize issues based on urgency.
Additional Information
Good to Have
- Knowledge of Microsoft Azure / cloud technologies.
- Basic experience with SQL/database administration.
- Knowledge of cybersecurity and ISMS standards.
- Experience using AI tools and supporting digitalization initiatives.
- Experience creating IT documentation and knowledge-base resources.
