IT SUPPORT SPECIALIST JOB DESCRIPTION
Reports to: Group IT Manager
Company: Group role
WHY THIS ROLE EXISTS
This role will be responsible for helping users resolve technical issues and ensuring that IT systems run smoothly. It is the first point of contact for employees experiencing problems with hardware, software, or network systems.
Tasks and Responsibilities
* Technical Assistance: Provide support for desktops, laptops, mobile devices, printers, and other hardware.
* Software Troubleshooting: Help users with issues related to operating systems, productivity tools (e.g., Microsoft 365), and business applications.
* User Account Management: Create, modify, and delete user accounts in systems like Active Directory and Microsoft Entra ID.
* Network Support: Assist with connectivity issues, VPN access, and basic network troubleshooting.
* Ticketing System: Log and manage support requests using Salesforce cases.
* Onboarding/Offboarding: Set up devices and accounts for new employees and ensure proper data handling when staff leave.
* Documentation: Maintain records of issues, solutions, and procedures for future reference.
* Work closely with the IT Manager to support all aspects of IT Infrastructure and systems.
SKILLS/EXPERIENCE REQUIRED
* Diploma or degree in IT, Computer Science or a related field.
* A minimum of 2 years' experience in similar role
* Technical Knowledge: Familiarity with Windows and mobile platforms Android and iOS.
* Experience with Microsoft 365 Admin Center, Entra ID, Intune, AD and SharePoint.
* Problem-Solving: Diagnosing and resolving issues efficiently.
* Proactive mindset: Anticipates issues before they arise and takes initiative to solve them.
* Friendly Approachable: Builds trust with users and communicates clearly and respectfully.
Competencies and Behaviours Required
* Accountability
* Communications
* Conceptual Thinking
* Continuous Learning
* Customer Focus
* Decision Making
* Flexibility
* Futuristic Thinking
* Honesty
* Interpersonal Skills
* Personal Accountability
* Planning Organizing
* Problem Solving
* Project Management
* Resiliency
* Respect
* Self-Starting
* Teamwork
* Time Priority Management
* Understanding Others
* Emotional Intelligence