IT Support Specialist

Job Summary

End User Support

• Provide first-line and second-line technical support to employees through phone, email and onsite assistance.
• Troubleshoot and resolve hardware, software, network and system-related issues.
• Install, configure and maintain desktops, laptops, printers, mobile devices and other IT equipment.
• Support users across office locations, landscaping project sites and remote locations.
• Manage IT support requests and incidents through the Service Desk ManageEngine ticketing system.
• Ensure timely resolution of technical issues and maintain user satisfaction.

Hardware and Asset Management

• Maintain an updated inventory of IT assets including computers, laptops, printers, network devices and mobile devices.
• Perform hardware installation, replacement and maintenance activities.
• Coordinate with vendors for hardware repairs, warranty claims and IT services.
• Ensure proper deployment and configuration of new devices.

Network and Infrastructure Support

• Assist in maintaining LAN/WAN connectivity and Wi-Fi networks.
• Troubleshoot connectivity issues at offices and project locations.
• Support VPN connectivity and remote access solutions.
• Perform basic network monitoring and escalate complex issues when required.

Microsoft 365 and Application Support

• Provide support for Microsoft 365 applications including Outlook, Teams, OneDrive and SharePoint.
• Manage user accounts, password resets and access permissions (Azure AD / Microsoft Entra ID).
• Support business applications such as ERP, HR systems, attendance systems and operational applications.
• Assist users with software installation, updates and configuration.

Security and Compliance Support

• Follow IT security policies and procedures.
• Support antivirus, endpoint protection and device security solutions.
• Ensure compliance with company IT standards.
• Educate users on cybersecurity best practices, phishing awareness and safe technology usage.

Documentation and Reporting

• Maintain IT documentation including user guides, system configurations and troubleshooting procedures.
• Prepare regular reports on incidents, assets and system issues.
• Assist in IT projects, upgrades and technology deployments.

Qualifications

• Bachelor's degree in information technology, computer science, information systems or related field.
• Relevant IT certifications are preferred.
• 5-8 years of experience in IT support or helpdesk roles.
• Strong knowledge of Windows operating systems and Microsoft Office applications.
• Experience supporting Microsoft 365 environments.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, VPN).
• Experience with hardware troubleshooting, PC assembly and peripheral devices.
• Knowledge of Active Directory / Microsoft Entra ID user management.
• Experience with IT ticketing systems and remote support tools.
• Microsoft Certified: Fundamentals (MS-900, AZ-900) or equivalent; CompTIA A+ / Network+; ITIL Foundation; Microsoft 365 Certified Associate certifications.
• Strong problem-solving, analytical, communication and customer service skills.
• Willingness to travel between company offices and project sites when required.

Work Environment

• Office and field-based support environment.
• Occasional travel to project sites and operational locations.
• Ability to respond to urgent technical issues when required.
• Experience in landscaping, facilities management, construction or field-service environments is an advantage.
• Experience supporting users across multiple locations is preferred.