IT Support Specialist

Job Summary

The IT Support Specialist plays a pivotal role in delivering high-quality technical support and IT services to end users. With extensive experience in managing incidents, service requests, and user issues, this position ensures seamless IT operations through efficient ticket management, technical troubleshooting, and proactive collaboration across support teams. The role demands a balance of technical expertise, process discipline, and customer service excellence. Roles and Responsibilities Provide first-level technical support for hardware, software, and network issues. Log, track, and resolve user tickets in the IT service management system. Troubleshoot problems related to Microsoft 365, Outlook, Teams, and other business apps. Manage user accounts, passwords, and access permissions in Active Directory and Azure. Install, configure, and update software and drivers as needed. Escalate complex issues to higher-level support teams and ensure timely resolution. Maintain documentation and update the internal knowledge base. Support onboarding of new users and devices. Ensure compliance with IT policies, security standards, and change management procedures. Deliver excellent customer service and maintain strong communication with end users. Expectations Respond to and resolve user issues promptly and professionally. Maintain a high level of technical knowledge in Microsoft 365, Azure, AD, and related tools. Follow IT service processes, ticketing standards, and escalation procedures. Deliver solutions that ensure user satisfaction and minimal downtime. Communicate clearly and effectively with both technical teams and end users. Keep documentation and knowledge base articles accurate and up to date

Job Roles & Responsibilities

• Provide technical support for hardware, software, and network issues.
• Log, track, and resolve user tickets efficiently in the IT service system.
• Troubleshoot Microsoft 365, Outlook, Teams, and related applications.
• Manage user accounts, access rights, and system permissions.
• Install, configure, and update software, drivers, and devices.
• Escalate complex issues to higher-level support when required.
• Maintain accurate documentation and update the knowledge base.
• Assist with onboarding and support for new users.
• Follow IT policies, security protocols, and service procedures.

Cultural Expectations

• Deliver prompt, effective, and user-focused IT support.
• Communicate clearly and professionally with users and teams.
• Adhere to SLAs, ticketing, and escalation processes.
• Stay updated on new technologies and tools.
• Demonstrate ownership, accountability, and attention to detail.
• Work collaboratively and maintain a positive team approach.
• Uphold data security, confidentiality, and compliance standards.

Hiring Process

• Interview with hiring manager to assess technical skills.
• Live coding task to evaluate coding proficiency.
• Technical interview with senior member from the technical team.
• Final interview with Tech Lead/CTO.