The IT Support Specialist acts as the first point of contact for technical queries, diagnosing and resolving hardware, software, and network issues. They are also responsible for managing IT inventory, setting up new employee hardware, and maintaining accurate documentation within the ticketing system.
This is a remote position.
We are looking for an IT Support Specialist to provide first-line technical support to employees and ensure that hardware, software, network, mobile, and access-related issues are resolved efficiently. The role will support day-to-day IT operations, maintain accurate records, and escalate complex issues when required.
Your Duties:
Act as the first point of contact for IT-related queries and incidents via helpdesk, phone, or email.
Diagnose and resolve common hardware, software, network, and system access issues.
Set up, configure, and troubleshoot laptops, desktops, printers, and mobile devices.
Support Microsoft Office 365, VPN, antivirus software, and other company-standard applications.
Perform password resets, software installations, and user account support.
Troubleshoot basic network connectivity issues, including TCP/IP, DNS, VPN, and DHCP.
Log and manage incidents and service requests through the IT ticketing system.
Prioritise incidents based on severity and business impact and escalate complex issues when necessary.
Set up hardware and software for new employees and support onboarding from an IT perspective.
Maintain accurate IT hardware and software inventory records.
Assist with system maintenance, software updates, security checks, and routine technical procedures.
Support access controls, permissions, and basic information security processes.
Ensure IT support activities follow company security policies and GDPR requirements.
Provide basic training and guidance to employees on IT systems, tools, and software.
Maintain internal knowledge bases, FAQs, and technical support documentation.
Identify recurring technical issues and contribute to implementing long-term solutions.
Maintain effective relationships with employees and internal stakeholders.
Requirements
1+ year of experience in IT Support, Technical Support, Helpdesk, or a similar role.
Previous experience providing customer service or user support in a professional environment.
Good understanding of hardware, software, and basic networking concepts.
Basic knowledge of TCP/IP, DNS, DHCP, and VPN.
Familiarity with Active Directory, user account management, and password reset processes.
Experience with Microsoft Office 365, including Word, Excel, and PowerPoint.
Familiarity with Google Workspace is a plus.
Experience using IT ticketing/helpdesk systems is preferred.
Strong troubleshooting, critical-thinking, and problem-solving skills.
Ability to identify recurring technical problems and proactively suggest solutions.
Strong written and verbal communication skills.
Excellent organisational skills and attention to detail.
Ability to manage multiple requests, prioritise tasks, and work under deadlines.
Ability to build effective relationships with internal stakeholders.
Strong resilience and adaptability in a fast-paced and changing environment.
Ability to work independently while also collaborating effectively with the wider IT team.
Good understanding of information security and data protection principles.
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