Our client is a leading global professional services firm seeking a skilled Technical Support Specialist to provide high-quality IT support across a dynamic enterprise environment. The role involves troubleshooting hardware, software, and network issues, supporting end users, maintaining systems, and ensuring seamless technology operations.
Role
Responsibilities
- Deliver first- and second-line technical support for desktops, laptops, mobile devices, and enterprise applications
- Diagnose and resolve hardware, software, network, and connectivity issues in a timely manner
- Manage and prioritize tickets, incidents, and service requests using ITSM tools, ensuring SLA adherence
- Install, configure, and maintain operating systems, applications, and user accounts (e.g., Active Directory, Office 365)
- Support onboarding/offboarding processes, including device provisioning and access management
- Collaborate with infrastructure, security, and application teams to escalate and resolve complex issues
- Monitor system performance and proactively identify potential issues or improvements
- Maintain accurate documentation of issues, resolutions, and standard operating procedures
- Provide user training and guidance to improve technology adoption and minimize recurring issues
Qualifications
- Bachelor's degree in IT, Computer Science, or related field (or equivalent hands-on experience)
- Proven experience in IT support or service desk roles within enterprise environments
- Strong knowledge of Windows OS, Microsoft 365, Active Directory, and common business applications
- Familiarity with networking fundamentals (TCP/IP, VPNs, Wi-Fi troubleshooting)
- Experience with IT service management tools (e.g., ServiceNow, Jira, or similar)
- Solid understanding of endpoint management, device configuration, and security best practices
- Excellent problem-solving and analytical skills with a structured troubleshooting approach
- Strong interpersonal and communication skills with a customer-first mindset
- Ability to manage multiple priorities in a fast-paced, high-demand environment
- Relevant certifications (e.g., Comp
- TIA A+, ITIL, Microsoft certifications) are advantageous
