About the Role
We are seeking a motivated and experienced IT Support Specialist to join our dynamic team. This role is critical in ensuring the smooth operation of our technology environment and providing exceptional technical support to our end users. You will be the go-to expert for resolving complex issues, leading improvement projects, and mentoring junior team members. This is a fantastic opportunity for a proactive problem-solver who enjoys a hands-on role with room to grow.
Key Responsibilities
Technical Support & Issue Resolution:
- Serve as the primary point of contact for resolving complex technical queries and issues related to computer systems, hardware, and software, providing support in person, via phone, and email.
- Diagnose problems effectively by asking targeted questions, utilizing diagnostic tools, and guiding users through systematic solutions.
- Conduct thorough follow-ups to ensure issues are fully resolved and identify recurring problems for permanent remediation.
Systems Administration & Maintenance:
- Perform installation, configuration, maintenance, and troubleshooting of hardware (laptops, printers, peripherals), software (OS, applications, antivirus), and network systems (LAN, WAN, VoIP).
- Manage and configure user mobile devices and backend mobile management systems.
- Administer and optimize our helpdesk ticketing system and user self-service portal to improve efficiency.
Project Leadership & Process Improvement:
- Lead projects focused on enhancing the end-user experience, such as software rollouts or process automations.
- Develop, document, and implement clear technical procedures, training manuals, and best practices for both the IT team and end-users.
Asset Management & Strategy:
- Maintain an accurate and up-to-date inventory of all company IT assets (computers, phones, tablets, etc.).
- Assist in forecasting future IT needs and contribute to budget planning for hardware and software.
Team Leadership & Collaboration:
- Provide guidance, mentorship, and support to junior IT colleagues, fostering a collaborative team environment.
Qualifications & Experience
- Minimum of 2 years of experience in a similar IT support role, with a proven track record of handling complex technical issues.
- A significant advantage will be given to candidates with prior experience supporting SAP environments.
- Strong knowledge of Microsoft Windows OS, Office 365, Active Directory, and common desktop applications.
- Hands-on experience with network troubleshooting (LAN/WAN), VoIP systems, and mobile device management (MDM).
- Experience with helpdesk ticketing systems (e.g., Jira, ServiceNow, Zendesk).
Ideal Profile
- Proactive Problem-Solver: You don't just fix problems you identify the root cause and implement solutions to prevent them from recurring.
- Exceptional Communicator: You can explain technical concepts clearly and patiently to non-technical users.
- Customer-Focused: You are dedicated to providing a high-quality, supportive experience for every user.
- Highly Organized: You can manage multiple tasks and priorities effectively in a fast-paced environment
