Technical Support Specialist

The Technical Support Specialist provides first- and second-level technical assistance to end users, ensuring timely resolution of hardware, software, and network-related issues. This customer-facing role involves troubleshooting, problem-solving, and guiding users through technical processes across a range of systems. The specialist is essential in maintaining IT service continuity, reducing downtime, and delivering excellent support experiences.

Responsibilities:

• Respond to technical queries via phone, email, or ticketing systems.

• Diagnose and troubleshoot hardware, software, and network issues.

• Guide users through step-by-step solutions to resolve technical problems.

• Install, configure, and maintain desktops, laptops, and peripheral devices.

• Document technical support cases and resolutions accurately.

• Escalate complex issues to relevant IT teams or vendors.

• Monitor system performance and provide regular reports on recurring issues.

• Assist in software rollouts, updates, and system upgrades.

• Provide training and support for IT tools and platforms.

• Ensure compliance with IT security policies and best practices.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or related field.

• 2+ years of experience in a technical support or helpdesk role.

• Strong knowledge of Windows, Mac OS, Office 365, and networking basics.

• Experience with ticketing systems and remote support tools.

• Excellent problem-solving and troubleshooting skills.

• Strong communication and interpersonal abilities.

• Ability to work independently and prioritize support tasks.

• Certification in CompTIA A+, ITIL, or Microsoft is an advantage.

• Familiarity with Active Directory, DNS, and basic server management.