The Role :
We are seeking a proactive and skilled IT Support Specialist to provide first-level technical support to a diverse user base of 300 staff members.
This role will involve troubleshooting hardware, software, and network issues, managing IT systems, and ensuring smooth daily operations.
Key Responsibilities :
Provide 1st level IT support to end-users, troubleshooting hardware, software, and network issues.
Deploy, maintain, and support desktops, laptops, servers, mobile devices, printers, and applications.
Document and track issues using the current ticketing system, ensuring timely resolution and follow-up.
Manage user accounts and permissions in Active Directory.
Maintain IT documentation and standard operating procedures.
Travel between sites to provide on-site support when required.
Assist with system upgrades, installations, and integration projects.
Collaborate with third-party vendors.
Ensure IT services comply with business processes and standards.
Coordinate with Central IT for access to central systems and resources.
Resolve support tickets within 24-48 hours.
Maintain uptime at 99.5% or higher.
Respond to support requests within 15-30 minutes.
Track and manage weekly / monthly support tickets to identify and address trends.
Keep escalation rate below 10% by resolving most issues at the first level of support.
Requirements for the Role :
3-5 years of experience in a similar IT Support role.
Full driver's license and use of own vehicle.
Strong knowledge of Active Directory, Group Policy, and Microsoft 365 (Intune, Entra, and Azure platforms).
Solid understanding of Windows and Server operating systems.
Proficiency with Office 365 applications.
Excellent troubleshooting and problem-solving skills.
Strong communication and customer service skills.
Ability to work both independently and collaboratively while managing multiple priorities.
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