Technical Support Specialist

Job Summary:Responsible for providing technical assistance and support to employees or customers, troubleshooting hardware and software issues, and ensuring the smooth operation of IT systems and applications.

Key Responsibilities

Provide first-line technical support through phone, email, chat, or ticketing systems.Diagnose and troubleshoot hardware, software, network, and system-related issues.Install, configure, and maintain computers, software, peripherals, and other IT equipment.Respond to technical support requests and resolve issues within agreed service levels (SLAs).Create, update, and maintain support tickets and technical documentation.Escalate complex or unresolved issues to senior IT teams when required.Assist users with system access, passwords, accounts, and application-related issues.Monitor recurring technical issues and recommend solutions to improve system performance.Support system upgrades, software installations, and IT projects when required.Maintain a high level of customer service and communicate technical solutions clearly to non-technical users.Follow IT security policies, procedures, and best practices.

Qualifications

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.0–2 years of experience in technical support or a similar IT role.Strong troubleshooting and problem-solving skills.Good knowledge of Windows, Microsoft 365, hardware, networking, and IT systems.Experience with ticketing/helpdesk systems is preferred.Good communication and customer-service skills.Relevant certifications such as CompTIA A+, Network+, ITIL, or Microsoft certifications are an advantage.