Job Title: IT Support Specialist

Position Overview

We are seeking a skilled and customer-focused IT Support Specialist to provide onsite technical support for end-user computing devices, IT infrastructure, and workplace technologies. The ideal candidate should have strong hands-on experience in desktop support, hardware troubleshooting, IT asset management, and end-user assistance, with the ability to deliver excellent customer service while adhering to established SLAs.

Roles & Responsibilities

Primary Responsibilities

• Install, configure, maintain, and troubleshoot desktop computers, laptops, peripheral devices, software, and applications in accordance with organizational standards and procedures.
• Coordinate with OEM vendors for hardware troubleshooting, spare replacements, warranty claims, and repair activities.
• Manage and maintain IT asset inventory, ensuring accurate documentation and tracking of equipment.
• Perform imaging, deployment, configuration, and refresh activities for desktops and laptops.
• Install, configure, maintain, and troubleshoot printers and multifunction devices.
• Provide support for conference room technologies, including audio-visual equipment, video conferencing systems, and meeting room setups.
• Diagnose and resolve hardware, software, operating system, and application-related issues.
• Execute IMAC (Install, Move, Add, Change) activities for IT assets and workplace technology devices.
• Support mobile devices and non-PC equipment such as scanners, printers, and other peripherals.
• Deliver VIP and executive support with a high level of professionalism and customer service.
• Install and configure network printers, shared resources, and user connectivity services.
• Provide support for Microsoft Office 365 applications and services.
• Install, configure, and troubleshoot endpoint management, compliance, and security software.
• Maintain effective communication with end users, vendors, and internal IT teams.
• Utilize working knowledge of DHCP, DNS, and basic network troubleshooting to resolve connectivity issues.
• Coordinate with vendors and procurement teams for hardware acquisition, replacements, and support services.
• Provide technical support for macOS devices and related applications.
• Strictly adhere to defined Service Level Agreements (SLAs) and operational procedures.
• Support recurring meetings, business events, and after-hours activities when required.
• Document incidents, service requests, troubleshooting activities, and resolutions for knowledge base and reporting purposes.

Mandatory Requirements

• Strong hands-on experience in desktop and end-user support.
• Excellent troubleshooting skills for hardware, software, and peripheral devices.
• Experience supporting Windows and macOS environments.
• Good understanding of Microsoft Office 365.
• Knowledge of DHCP, DNS, and basic networking concepts.
• Strong customer service and communication skills.
• Ability to work independently and manage multiple support requests effectively.

Good-to-Have Skills

• L1-level network troubleshooting and resolution for LAN connectivity issues.
• Hands-and-feet support for backend teams handling network, server, storage, and application-related incidents.
• Experience working with vendor support teams to resolve technical issues.
• Rack and device labeling according to infrastructure standards.
• Server installation, mounting, relocation, and basic hardware support activities.
• Familiarity with data center support operations and structured cabling environments.

Important Note

Candidates whose experience is primarily limited to Service Desk, Help Desk, Call Center, or Remote Support functions without significant hands-on onsite support experience will not be considered suitable for this role.

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