Senior IT Support Specialist

Provide day to day Helpdesk support

• Create and manage user accounts, emails, system access, and permissions.
• Perform OS configuration, device setup, and system installation.
• Support CCTV system access and monitoring.
• Resolve daily IT support tickets within SLA timelines.
• Ensure user satisfaction through clear communication and timely resolution.

Document all support incidents for data reporting purposes

• Log all incidents and service requests with accurate details.
• Maintain updated IT asset documentation and device inventory.
• Prepare weekly/monthly reports on incident trends and system performance.
• Support audit and compliance documentation.

Analyze, troubleshoot and resolve reported issues (software, hardware and processes) using a logical and systematic approach

• Analyze and resolve complex hardware, software, and system issues.
• Conduct root-cause analysis for recurring incidents.
• Provide technical guidance and escalation support to IT Support Team.
• Deliver training sessions to enhance team capabilities.
• Monitor system performance to proactively identify issues.

Manage external support vendor and resources.

Work with all business functions to identify and implement IT solutions

• Technical Support Expertise: In-depth knowledge of troubleshooting hardware and software issues, ensuring quick resolution to maintain business continuity.
• Networking
  
  Skills:
  
  Proficiency in managing and configuring network devices, ensuring robust connectivity and security across the organization.
• Project Management: Ability to lead IT projects, ensuring timely delivery and alignment with business objectives.
• Communication
  
  Skills:
  
  Strong verbal and written communication skills to effectively interact with team members and stakeholders.
• Customer Service Orientation: A commitment to providing exceptional support and service to both internal staff and external customers.

• BS degree in Information Technology, Computer Science, or similar.
• ITIL Certification (required).
• MS 365 Administration (preferred).
• Google Workspace Administration (preferred).
• Azure Fundamentals (AZ-900) (preferred).