IT Support Specialist

Job Title:

Requisition ID:

Job Description:

We are seeking a motivated and reliable IT Support Specialist to join our IT team to act as first point of conatact for locla users and handle complex technical issues and provide advanced support for users across the organization

This role is pivotal in bridging frontline technical support and engineering teams, ensuring prompt resolution of incidents and smooth operation of IT infrastructure and services. The ideal candidate will operate across all levels of support—L1, L2, and L3—providing comprehensive assistance from initial troubleshooting to deep technical analysis and resolution.

The ideal candidate is a highly motivated and resourceful individual with solid technical skills, and a customer-focused mindset who can take ownership of issues, and are eager to contribute to continuous improvement within the IT support ecosystem.

Key Responsibilities:

• Resolve IT incidents and service requests across all levels, from simple L1 tasks to complex L3 issues.

• Provide in-depth troubleshooting and root cause analysis for hardware, software, application, and network issues

• Collaborate with cross-functional IT teams and third-party vendors to ensure issue resolution.

• Administer and support enterprise systems, including user accounts, access permissions, and system configurations.

• Support IT infrastructure projects including deployments, upgrades, and migrations.

• Document solutions and create technical articles for the knowledge base to support knowledge sharing.

• Monitor and respond to alerts from IT systems and tools, ensuring system uptime and availability.

• Manage onboarding of new employees: prepare workstations, configure accounts, and provision IT equipment

• Mentor junior support team members and provide guidance on issue resolution.

Requirements:

• Proficiency in English (spoken and written), at minimum B2 level

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).

• 4+ years of experience in IT support roles, with at least 1 year in a Level 2/3 capacity.

• Ability to perform physical tasks (e.g., lifting and setting up hardware)

• Advanced knowledge of Windows OS, Microsoft 365, Active Directory, virtualization platforms, and remote support technologies.

• Experience with system administration tools (e.g., SCCM, Intune, JAMF, PowerShell).

• Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).

• Familiarity with ITSM tools such as ServiceNow, Jira

• Excellent analytical, problem-solving, and customer service skills.

• Strong written and verbal communication skills.

• Knowledge of version control system is a plus.

• Relevant certifications such as CompTIA Network+/ Security+, Microsoft Certified Professional (MCP), or similar are a plus.