IT Technical Support Specialist

Job Summary We are seeking a service-oriented IT Support Specialist to provide technical support to end users and maintain the reliable operation of the organization's IT equipment, systems, and day-to-day technology services. The role involves troubleshooting hardware, software, and connectivity issues, managing IT support requests, maintaining IT assets, and ensuring compliance with established IT policies and information security standards. The ideal candidate will have strong technical troubleshooting skills, effective communication abilities, and a proactive approach to resolving technical issues and enhancing the end-user experience. Key Responsibilities End-User Technical Support: Serve as the primary point of contact for IT support requests, providing timely and effective technical assistance to employees and ensuring that issues are resolved in accordance with established service levels and priorities.

Hardware and Software Troubleshooting: Diagnose and resolve technical issues related to desktops, laptops, printers, mobile devices, operating systems, business applications, and other IT equipment, escalating complex or unresolved issues to the relevant technical teams when necessary.

IT Equipment Installation and Configuration: Install, configure, maintain, and upgrade computers, peripherals, operating systems, and approved business applications in accordance with the organization's IT standards and requirements.

IT Systems and User Account Support: Provide day-to-day support for corporate email, internet access, shared storage, VPN connectivity, Microsoft 365 applications, and user access issues, coordinating with system and network administrators when specialized intervention is required.

Network and Connectivity Support: Troubleshoot connectivity issues involving LAN, WAN, Wi-Fi, and related network services, identify potential causes of service interruptions, and coordinate with the relevant technical teams or service providers to restore normal operations.

IT Service Request Management: Record, categorize, prioritize, track, and resolve IT support tickets, maintain accurate records of actions taken, and monitor response and resolution times against established Service Level Agreements (SLAs).

IT Asset and Inventory Management: Maintain accurate records of IT hardware, software, peripherals, and assigned equipment; support asset allocation and tracking; and monitor software licenses in coordination with the responsible teams.

Information Security and Data Protection: Apply approved security configurations, antivirus solutions, operating system updates, and security patches within the scope of assigned responsibilities. Adhere to information security policies, protect the confidentiality of organizational data, and promptly report suspected security incidents or vulnerabilities to the responsible team.

Data Backup and Recovery Support: Assist authorized IT personnel with routine backup verification, data recovery requests, and related technical support activities in accordance with approved backup and recovery procedures.

Specialized Device Support: Provide technical support for biometric attendance devices, time and attendance systems, surveillance equipment, and other specialized technology devices within the assigned scope of responsibility.

Technical Documentation and Knowledge Management: Maintain and update technical documentation, equipment configurations, troubleshooting procedures, and user support guides to facilitate consistent service delivery and knowledge sharing.

Vendor and Service Provider Coordination: Coordinate with IT vendors, service providers, and internal technical teams to follow up on maintenance requests, resolve technical issues, and ensure the timely delivery of required technical services.

Continuous Improvement and User Guidance: Guide employees on the proper use of IT systems, applications, and equipment; identify recurring technical issues; and recommend practical improvements to enhance service quality, system reliability, and user experience.

Education: Bachelor's degree in Computer Science, Information Technology, Electronics Engineering, or a related field.

Experience: 2–4 years of experience in technical support, IT operations, or help desk services.

Technical Skills:

Proficient in troubleshooting hardware/software/network issues.

Hands-on experience with Microsoft Office Suite, Windows OS, and common enterprise applications.

Familiarity with Active Directory, Office 365, printers, and antivirus solutions.

Certifications (Preferred): A+, Network+, or equivalent technical certifications.

Soft Skills: Strong interpersonal skills, attention to detail, teamwork, and a customer-first mindset.