Support Services Specialist

Required Skills

• Strong knowledge of desktop/laptop hardware troubleshooting and OS management
• Knowledge of network basics (LAN, Wi‑Fi), printers, and peripheral devices
• Experience in IMAC activities and endpoint lifecycle management
• Familiarity with ITSM tools (Service Now or equivalent)
• Understanding of AV/meeting room support technologies

• Provide in‑person IT support for incidents and service requests requiring physical intervention
• OS troubleshooting and mobile device troubleshooting (android/iOS)
• Perform device setup, configuration, installation, and hardware replacement
• Handle break‑fix activities for laptops, desktops, peripherals, and workplace devices
• Support IMAC activities (Install, Move, Add, Change)
• Resolve incidents that cannot be addressed remotely by the service desk
• Provide VIP user support with priority handling and coordination
• Support meeting room technologies, AV setups, and event IT support
• Coordinate with hardware vendors (OEMs) and third‑party providers
• Perform walk‑in support activities including password resets, device replacement, onboarding/offboarding
• Provide LAN/Wi‑Fi, printer, and peripheral support (hands & feet support)
• Maintain and manage asset inventory and stock records, including reconciliation
• Support user onboarding, movement, and offboarding activities
• Provide loaner devices and spare management during break‑fix scenarios
• Identify repeat issues and contribute to knowledge base and shift‑left initiatives
• Communicate resolution timelines and status updates to end users

• Excellent communication
• Team collaboration
• Documentation and knowledge sharing

Diploma in Computer Science or Bachelor’s in Computer Science.

• ITIL
• MS/CCNA