IT Support Specialist

See Yourself at Telix

We are seeking a skilled and experienced IT Support Specialist to join our IT support team. As a Specialist, you will handle more complex technical issues escalated from the IT Support Technicians and provide in-depth troubleshooting and problem resolution for a variety of IT-related incidents. This role requires strong technical skills, excellent communication, and a customer-focused attitude. You will play a key role in ensuring the smooth operation of our IT services and contributing to a high level of user satisfaction.

Key Accountabilities:

• Respond to and resolve escalated service desk tickets from the IT Support Technicians, including hardware, software, network, and application issues.
• Perform advanced troubleshooting and diagnostics to identify, analyze, and resolve technical problems.
• Assist with the configuration, deployment, and support of desktop/laptop hardware, printers, mobile devices, and other IT equipment.
• Provide support for Windows and Mac operating systems, Office 365, Active Directory, and other enterprise applications.
• Manage user accounts, permissions, and access in various systems, including Active Directory and Office 365.
• Collaborate with other IT teams (e.g., Network, Server, Application Support) to resolve complex issues and implement solutions.
• Document all support activities, including problem resolution steps and technical details, in the service desk ticketing system.
• Create and maintain knowledge base articles and documentation to improve the efficiency of the service desk.
• Participate in the deployment and maintenance of software updates, patches, and antivirus/malware protection.
• Assist in the planning and execution of IT projects, including hardware and software rollouts, migrations, and upgrades.
• Provide guidance and mentoring to Technician support staff and assist with training initiatives.
• Monitor IT systems and proactively identify potential issues, taking corrective action as needed.

Education and Experience:

• Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent work experience will also be considered.
• 2-4 years of experience in an IT support or service desk role, with at least 1 year in a Level 2 capacity.
• Strong technical skills and experience with Windows and Mac operating systems, Office 365, Active Directory, and common desktop applications.
• Proficiency in troubleshooting hardware and software issues, including desktops, laptops, printers, and mobile devices.
• Knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Experience with remote support tools and techniques.
• Familiarity with IT service management frameworks, such as ITIL, and experience using ticketing systems like ServiceNow, Jira, or similar.
• Excellent analytical and problem-solving skills, with a strong attention to detail.
• Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and collaboratively in a team environment.
• Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft Certified: Associate are a plus.

Key Capabilities:

• Inclusive mindset: Demonstrate an understanding and appreciation for diversity, and actively work to create an inclusive environment where everyone feels valued and respected
• Creativity and innovation: Possess a willingness to think outside the box and come up with unique and creative solutions to challenges
• Commitment to excellence: Take pride in your work and consistently strive for excellence in everything you do
• Results-oriented: Driven to achieve goals and objectives, with a strong focus on delivering measurable results
• Ethical behavior: Act with integrity and demonstrate a commitment to ethical behavior in all interactions with colleagues and stakeholders
• Adaptability: Comfortable working in a dynamic environment, able to adjust to changing priorities, and willing to take on new challenges
• Strong communication skills: Able to communicate effectively with colleagues and stakeholders at all levels, using clear and concise language
• Collaboration: Work effectively as part of a team, actively sharing knowledge and expertise to achieve common goals
• Resilience: Demonstrate the ability to bounce back from setbacks and persevere in the face of challenges
• Continuous learning: Show a commitment to ongoing learning and professional development, continually seeking out opportunities to expand your knowledge and skills