Senior IT Support Specialist
Role Overview
Provide advanced technical support and maintain the availability and performance of end-user IT services across the head office.
Resolve complex technical issues, support users, and ensure compliance with established IT policies and procedures.
Key Skills for This Role
Full Job Posting
Job Purpose
Provide advanced technical support and maintain the availability and performance of end-user IT services across the head office.
Resolve complex technical issues, support users, and ensure compliance with established IT policies and procedures.
Key Responsibilities
- Provide first- and second-level technical support for desktops, laptops, printers, peripherals, and business applications.
- Diagnose and resolve hardware, software, Windows operating system, Microsoft 365, and connectivity issues.
- Manage support tickets, prioritize requests according to business impact, and meet agreed resolution times.
- Investigate recurring incidents, identify root causes, and implement appropriate corrective actions.
- Install, configure, upgrade, and maintain IT equipment and approved software.
- Coordinate employee onboarding, transfers, and offboarding, including equipment allocation, account setup, and access changes.
- Administer Active Directory accounts, groups, and permissions within approved authorization levels.
- Troubleshoot LAN, Wi-Fi, internet, and VPN issues, escalating infrastructure faults to the responsible teams.
- Deploy approved security patches, antivirus updates, and endpoint configurations.
- Perform preventive maintenance and maintain accurate IT asset, software license, and equipment handover records.
- Coordinate equipment repairs, warranty claims, and technical escalations with suppliers and service providers.
- Maintain technical documentation, troubleshooting procedures, and user guides.
Qualifications and Experience
- Bachelor's Degree in Information Technology, Computer Science, or a related discipline.
- Minimum 5 years of hands-on experience in IT technical support.
- Relevant certifications, such as ITIL Foundation, CompTIA A+, or Microsoft certifications, are an advantage.
Technical Skills and Competencies
- Strong troubleshooting knowledge of Windows, Microsoft 365, Active Directory, and computer hardware.
- Practical understanding of TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN.
- Proficiency in IT service desk systems and remote support tools.
- Knowledge of endpoint security, patch management, and IT asset management.
- Strong communication, problem-solving, and customer service skills.
- Ability to prioritize workloads, work independently, and handle urgent technical incidents.
- Good written and spoken English.
Additional Duties
Support meeting room equipment, audiovisual systems, and video conferencing tools.
Provide technical guidance to junior support staff and basic training to users.
Prepare periodic reports on support performance, recurring issues, and improvement recommendations.
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