About the role
The IT Support Specialist serves as the first point of contact for all IT incidents and service requests, providing technical support and troubleshooting for hardware, software, networks, mobile devices, telecommunication systems, and audio-visual equipment. The role is responsible for logging and resolving support requests, ensuring service quality and customer satisfaction, and maintaining continuous IT service delivery in a fast-paced environment. The position also requires diagnosing technical issues, coordinating with internal and external stakeholders, and resolving problems efficiently while minimizing service interruptions. Key Responsibilities:Provide first-line IT support for incidents and service requests across the organizationTroubleshoot and resolve hardware, software, network, and end-user issuesManage and maintain helpdesk tickets while ensuring SLA complianceSupport Windows operating systems, Active Directory, and end-user devicesEscalate and follow up on incidents according to the IT escalation matrixMaintain accurate IT documentation, knowledge base updates, and reportingSupport change management processes and ensure operational continuityCollaborate with internal teams, vendors, and stakeholders to deliver efficient IT servicesEnsure adherence to IT security procedures and identify improvement opportunitiesDeliver excellent customer service in a fast-paced operational environment
Bachelor’s degree in Computer Science, IT, or a related field Minimum 5 years of experience in IT Service Desk / IT Support operations Good understanding of ITIL processes (Incident, Problem, Change & Knowledge Management) Experience with Windows Server, Active Directory, VMware, Hyper-V, and networking concepts Strong communication, troubleshooting, and customer service skills Microsoft Certifications and ITIL Foundation are preferred
