Specialist - IT Support

Role overview

Key responsibilities

• Provide first- and second-level support for end-user devices, enterprise systems, business applications, and IT services.
• Diagnose hardware, software, connectivity, application, and access issues within agreed service levels.
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, mobile devices, video conferencing equipment, and workplace technologies.
• Support Microsoft Windows, Microsoft 365, Active Directory, collaboration tools, and approved enterprise applications.
• Log, classify, prioritize, and track incidents and service requests in the ITSM platform.
• Administer accounts, reset passwords, provision access, and support onboarding and offboarding.
• Maintain hardware, software, license, and peripheral inventories.
• Monitor IT services, perform operational checks, and support upgrades and maintenance.
• Coordinate with internal technical teams and external vendors to resolve issues and maintain service continuity.
• Maintain technical documentation and contribute to IT support and user-experience improvements.

Requirements

• Bachelor's degree or diploma in IT, Computer Science, Information Systems, Computer Engineering, or a related field.
• 3–5 years of IT Support, IT Operations, Service Desk, or End-User Computing experience in a medium to large organization.
• Strong knowledge of Windows, Microsoft 365, Active Directory, end-user computing, hardware, printers, mobile devices, and enterprise productivity applications.
• Experience with ITSM platforms, incident management, service request fulfillment, and IT asset management.
• Working knowledge of networking fundamentals, user account administration, endpoint troubleshooting, and IT security practices.
• Strong troubleshooting skills for hardware, software, connectivity, and application issues.
• Strong customer service, communication, analytical, documentation, and organizational skills.

Preferred and desirable qualifications

• ITIL Foundation certification is preferred.
• Microsoft 365 Fundamentals, Microsoft Certified credentials, CompTIA A+, Network+, or equivalent certifications are desirable.
• Experience supporting users in manufacturing, logistics, or industrial environments is an advantage.

About e7 Group