About the Role
We are seeking an experienced IT Support Specialist to join our client, providing Level 1-2 end-user support across our Microsoft 365 environment and IT infrastructure.
This role is central to ensuring smooth day-to-day IT operations, effective coordination across internal and external stakeholders, and a positive employee technology experience.
Key Responsibilities
Microsoft 365 & End-User Support
- Provide day-to-day support for Microsoft 365 applications, including Teams, Outlook, SharePoint, and OneDrive
- Troubleshoot user issues related to email, collaboration tools, file sharing, and permissions
Technical Troubleshooting
- Diagnose and resolve hardware/software issues on PCs and mobile devices
- Support and maintain meeting room equipment (video conferencing systems, displays, audio equipment)
- Troubleshoot basic network connectivity issues (Wi-Fi, LAN, VPN)
Onboarding / Offboarding
- Set up IT accounts, hardware, and access for new hires
- Manage timely and secure deactivation of accounts and retrieval of equipment for departing staff
IT Asset & Inventory Management
- Maintain accurate records of IT assets (laptops, mobile devices, peripherals, licenses)
- Track asset lifecycle, allocation, and disposal in accordance with company policy
Issue Management & Stakeholder Coordination
- Serve as a liaison between internal teams (JGES, ICT, GM IT, ITSS) and external vendors to resolve escalated issues
- Track and manage tickets through resolution, ensuring SLAs are met
- Escalate complex issues to L3 support or relevant specialist teams as needed
IT Operations & Project Support
- Identify opportunities for IT process improvement and contribute to implementation
- Support various IT projects, including rollouts, migrations, and system upgrades
- Document processes, known issues, and solutions for knowledge-sharing purposes
Requirements
- 3-5 years of experience in IT support, helpdesk, or related end-user support roles
- Solid working knowledge of Microsoft 365 (Teams, Outlook, SharePoint, OneDrive) administration and troubleshooting
- Hands-on experience troubleshooting PC hardware, mobile devices, and basic networking
- Experience with meeting room / AV equipment support is a plus
- Familiarity with IT asset management practices and tools
- Experience coordinating with multiple internal teams and external vendors
- Strong communication skills, with the ability to explain technical issues to non-technical users
- Ability to prioritize and manage multiple tickets/issues simultaneously
- Relevant certifications (e.g., Microsoft 365 Certified, CompTIA A+, ITIL Foundation) are a plus
