Job Description
We are looking for an experienced
IT Support Specialist (Tier 1/2)
to join our technical support team. The ideal candidate will be responsible for providing day-to-day technical assistance to users, troubleshooting issues, maintaining hardware/software systems, and ensuring smooth IT operations in line with organizational standards and SLAs.
Responsibilities
- Respond to Tier 1 and Tier 2 support requests via phone, email, or ticketing system in a courteous and professional manner.
- Log, track, and manage incidents through ITSM tools while ensuring timely resolution.
- Troubleshoot and diagnose issues related to PCs, operating systems, and peripherals, escalating when necessary.
- Configure, install, and support hardware, software, and other personal computing devices.
- Provide maintenance, technical assistance, and support for end-user equipment and applications.
- Maintain accurate documentation of incidents, updates, and resolutions.
- Follow Standard Operating Procedures and support the achievement of SLA goals.
- Familiarize with and support technologies (hardware & software) deployed at client sites.
Technical Qualifications
- Strong understanding of information systems, including operating systems, applications, and hardware.
- Hands-on experience resolving issues related to standard computer hardware/software, Apple iOS mobile devices, and remote access tools.
- Bachelor's degree in Computer Science, Engineering, or Information Systems Management with
4+ years
of IT customer support experience; OR Diploma in Desktop Support with
6+ years
of experience. - Dell or Lenovo desktop certification preferred.
- Minimum
2 years' experience
using ITSM Helpdesk systems/tools and familiarity with ITIL Foundation practices. - Experience supporting international organizations with at least
200 computer clients
. - At least
2 years' experience
operating Video Conference systems, client-based VC, and IP telephony setups.
Communication & Customer Service Skills
- Excellent written and verbal communication skills in English
- Strong customer service mindset with the ability to interact effectively with users at all organizational levels.