Information Technology Specialist

Job Summary:The IT Specialist Serves as the Single Point of Contact (SPOC) for Tier 1 technical support, including ticket triaging, service desk coverage, and basic remote and onsite assistance for local, corporate, back-office, and international users. Supports corporate and international users through basic troubleshooting, escalation routing, and coordination within prescribed service windows. This role is responsible for delivering timely and professional first-level support via multiple channels, ensuring alignment with ITIL-based service processes. Key responsibilities include endpoint support, software installation, remote troubleshooting, and coordination with vendors and internal asset teams.Job Specification:Bachelor’s degree in Information Technology, Computer Science or related fields1 – 2 years of IT technical support experience, preferably in a multi-site or retail settingStrong troubleshooting skills for hardware, software, and connectivity issuesWorking knowledge of MS Windows OS, basic LAN/WAN concepts, and endpoint security toolsBasic understanding of root cause analysis and service escalationProficient with ITSM platforms such as OSTicket, Freshservice, JIRA, and ServiceNOWBasic knowledge of remote support and monitoring tools like SOTI, ManageEngine, and RDPComfortable with field work and travel to local branches or hubsAble to follow SOPs and escalate appropriately