The IT Support Specialist will provide technical assistance, maintain IT systems, and ensure smooth operations across hardware, software, and network environments. The role involves both frontline support and proactive management of IT infrastructure, including business application development and workflow automation.
Job Description:
- Help Desk Support: Respond to user queries, troubleshooting issues, and resolve hardware/software/network problems.
- Software Installation & Configuration: Install, update, and configure applications to support business needs.
- Hardware Support: Maintain and troubleshoot computers, laptops, printers, scanners, and peripherals.
- Network Support: Monitor and resolve connectivity issues, LAN/WAN performance, and internet outages.
- User Account Management: Create, update, and manage user accounts, including password resets and access permissions.
- Security & Virus Protection: Implement IT security measures, manage antivirus software, and conduct security audits.
- Data Backup & Recovery: Ensure data integrity, manage backup procedures, and assist in recovery of lost/corrupted data.
- Mobile Device Support: Assist with setup, configuration, and troubleshooting of mobile devices.
- Remote Support: Provide assistance to remote/offshore employees via remote access tools or phone support.
- IT Asset Management: Maintain inventory of hardware/software assets, track licenses, and manage lifecycle.
- Documentation: Create and update IT procedures, troubleshooting guides, and system configurations.
- Training & User Education: Conduct sessions and create resources on IT best practices and security awareness.
- Vendor Management: Liaise with vendors for hardware/software services, support contracts, and warranty claims.
- Compliance & Policy Adherence: Ensure IT practices comply with regulations and internal policies.
- Continuous Improvement: Identify and implement process improvements to enhance efficiency and user satisfaction.
- Business Application Support & Development:
- Create and manage company portals for internal use.
- Configure and customize Zoho applications (CRM, Desk, Projects, Creator, People) to meet business requirements.
- Develop and maintain application approval workflows (leave requests, expense approvals, onboarding processes)
- Integrate Zoho with other enterprise tools (Microsoft 365, Google Workspace, ERP systems).
- Process Automation: Streamline operations using Zoho Creator, Power Automate, or similar workflow automation tools.
- Perform any other ad hoc tasks as assigned.
Requirements
- Strong knowledge of hardware, software, and networking fundamentals.
- Experience with help desk systems and remote support tools.
- Preferably with 2 years relevant work experience.
- Familiarity with IT security practices and compliance standards.
- Hands-on experience with Zoho applications (CRM, Desk, Projects, Creator, People) and ability to build portals/workflows.
- Strong knowledge and experience in Microsoft SharePoint.
- Exposure to other enterprise software (Microsoft 365, Google Workspace, ERP systems).
- Ability to install, configure, and troubleshoot business applications across desktop and mobile platforms.
- Excellent problem-solving and communication skills.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional, ITIL Foundation, Zoho certifications) are a plus.
