Technical Support Specialist

About the role

We are looking for a Technical Support Specialist to provide first‑line assistance to employees or customers, ensuring smooth operation of IT systems and applications. The role involves diagnosing issues, resolving tickets and delivering excellent service to non‑technical users.

Key responsibilities

• Provide first‑line technical support via phone, email, chat or ticketing system.
• Diagnose and troubleshoot hardware, software, network and system‑related problems.
• Install, configure and maintain computers, peripherals, software and other IT equipment.
• Create, update and close support tickets while maintaining accurate technical documentation.
• Escalate complex or unresolved issues to senior IT teams as needed.
• Assist users with system access, passwords, accounts and application issues.
• Monitor recurring issues and propose improvements to system performance.
• Support system upgrades, software installations and IT projects.
• Adhere to IT security policies, procedures and best practices.

Required profile

• 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.
• Relevant certifications such as CompTIA A+, Network+, ITIL or Microsoft certifications are a plus.

Required skills

• Strong knowledge of Windows operating systems.
• Experience with Microsoft 365 suite.
• Understanding of hardware components and peripherals.
• Basic networking concepts and troubleshooting.
• Familiarity with ticketing/help‑desk systems.
• CompTIA A+ and Network+ knowledge (preferred).
• ITIL framework awareness (preferred).
• Microsoft certification knowledge (preferred).