Technical Specialist

About the role

We are seeking a Technical Specialist to deliver comprehensive technical support to both internal and external customers. The role involves handling incidents and service requests, ensuring timely resolution, and maintaining compliance with service level agreements.

Key responsibilities

• Receive, log, and track incidents and service requests submitted through approved channels, updating ticket status until closure.
• Provide first‑level technical support for hardware, operating systems, applications, meeting rooms, video‑communication and conferencing systems.
• Diagnose faults, perform troubleshooting procedures, test connectivity, reset passwords, and determine appropriate solutions.
• Escalate unresolved incidents to relevant support teams, supplying diagnostic information and follow up until resolution.
• Prepare user devices and accessories, install approved operating systems and software, and conduct readiness testing.
• Deliver remote technical support in line with security policies and coordinate with relevant parties as needed.
• Monitor and document user feedback, submit suggestions to improvement teams, and ensure compliance with cybersecurity policies.
• Coordinate with external service providers, manage telephone device installations, and assist with device re‑configuration, disposal, and decommissioning.

Required profile

• A Diploma degree in Information Technology or a related field.
• Minimum of 4 years of experience in a relevant technical support role.
• Demonstrated ability to follow established procedures, adhere to SLAs, and apply cybersecurity controls.
• Strong communication skills for interacting with users and documenting incidents.