IT Support Specialist

We are seeking an IT Support Specialist to provide technical assistance and support for internal users. This role involves troubleshooting hardware, software, and network issues, supporting IT infrastructure, and delivering timely resolution to ensure business continuity. The successful candidate will demonstrate strong problem-solving skills, effective communication, and a service-oriented mindset. 

Key Responsibilities 

1. End User Support 

• Provide technical support through onsite, phone, or remote channels 
• Diagnose and resolve hardware, software, and network issues 
• Install, configure, and upgrade end user systems and applications 
• Manage and resolve incidents and service requests within agreed service levels 

2. Hardware Support and Maintenance 

• Perform troubleshooting and repair of end user devices and peripherals 
• Conduct routine maintenance including upgrades and component replacements 

3. Software Support 

• Install, configure, and maintain software applications 
• Troubleshoot operating system and application related issues 
• Support deployment of software updates and patches in collaboration with internal teams 

4. Network Support 

• Assist with setup and configuration of network equipment such as switches, routers, and access points 
• Troubleshoot connectivity issues and support network incident resolution 
• Provide onsite support to global infrastructure teams for upgrades and projects 

5. Information Security 

• Support implementation of IT security practices and controls 
• Promote awareness of cybersecurity and data protection practices among users 

6. Documentation and Reporting 

• Maintain accurate asset inventory and support documentation 
• Develop knowledge base articles for recurring issues 
• Prepare and submit activity and service reports as required 

7. User Enablement and Onboarding 

• Provide guidance to users on IT tools and best practices 
• Support onboarding activities including device setup and system access 

8. Collaboration and Escalation 

• Work with cross functional teams to resolve complex technical issues 
• Escalate unresolved incidents appropriately and ensure timely follow up 

9. IT Governance and Compliance 

• Support regional IT operations to meet compliance and governance standards 
• Coordinate internal and external audit activities 
• Track and address audit findings and implement corrective actions 

Requirements 

• Diploma or Degree in Information Technology, Computer Science, Engineering, or a related discipline 
• Relevant experience in IT support or service desk functions 
• Knowledge of Windows and macOS operating systems 
• Familiarity with Microsoft 365 applications 
• Basic understanding of network concepts and troubleshooting 
• Experience using IT service management or ticketing tools such as ServiceNow 
• Strong analytical and problem-solving ability 
• Good communication and interpersonal skills 
• Ability to prioritize tasks and manage multiple requests 
• Attention to detail and commitment to service quality 

Relevant certifications such as CompTIA A+ or Microsoft certifications will be an advantage 

Working Conditions 

• May require support outside standard working hours based on operational needs 
• Involves handling of IT equipment as part of job responsibilities 

Additional Information 

Capgemini is an equal opportunity employer. All applications will be considered fairly in accordance with applicable employment guidelines and regulations.