About the Role
As a Technical Support Specialist – Tier 1, you will provide essential onsite and remote technical support for a variety of devices, including Windows and Apple desktops, laptops, workstations, iMacs, and MacBooks. You will play a crucial role in diagnosing and resolving routine hardware, software, operating system, and connectivity issues, ensuring a smooth operation of IT services within the organization.
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Key Responsibilities
- Provide onsite and remote technical support for Windows and Apple desktops, laptops, workstations, iMacs, and MacBooks.
- Diagnose and resolve routine hardware, software, operating system, and connectivity issues.
- Support printers, scanners, IP telephones, accessories, and other IT peripherals.
- Log, update, monitor, and close incidents and service requests through the ticketing system.
- Escalate complex or unresolved issues to Tier 2 with complete diagnostic information.
- Assist Tier 2 teams with onsite troubleshooting, task execution, and technical data collection.
- Install and configure operating systems, standard applications, and approved software.
- Prepare, deploy, relocate, replace, and maintain IT equipment and peripherals.
- Perform approved hardware upgrades and component replacements.
- Conduct preventive and corrective maintenance to minimize system downtime.
- Maintain accurate IT asset records and lifecycle documentation.
Requirements
- Diploma or bachelor’s degree in Information Technology, Computer Science, or a related field.
- Relevant experience in Tier 1 technical support, desktop support, or IT helpdesk operations.
- Working knowledge of Windows and macOS environments.
- Experience troubleshooting desktops, laptops, printers, scanners, IP phones, and peripherals.
- Familiarity with remote-support tools and IT ticketing systems.
- Basic knowledge of hardware installation, software deployment, networking, and asset management.
- Good communication, customer-service, documentation, and problem-solving skills.
- ITIL Foundation, CompTIA A+, Microsoft, Apple, or equivalent certification is preferred.
