Senior Technical Specialist

About the role

We are looking for a Senior Technical Specialist to provide comprehensive technical support to internal and external customers, ensuring smooth operation of meeting rooms, video‑conferencing equipment and user devices.

Key responsibilities

• Receive, log and manage incident reports and service requests through approved channels, maintaining ticket status until closure.
• Deliver Level 1 technical support, diagnosing hardware, operating system, application and service issues and applying approved troubleshooting procedures.
• Provide on‑site and remote support for meeting‑room AV equipment, video‑conferencing systems and telephone devices, including installation, configuration and testing.
• Escalate unresolved incidents to specialized teams, supply detailed diagnostics and follow up until resolution.
• Monitor SLA compliance, verify incident resolution, and communicate with users before ticket closure.

Required profile

• Diploma in Information Technology or a related field.
• Minimum of 8 years of relevant experience in technical support or IT service management.
• Strong understanding of incident management processes and cybersecurity policies.

Required skills

• Technical support for video‑conferencing and AV equipment.
• Incident ticketing systems and SLA monitoring.