User Support Specialist
Please mention DailyRemote when applying
AI Summary
Provide first and second-line technical support to resolve hardware, software, and system issues for end users. Maintain accurate support records and assist with employee onboarding and offboarding processes.
We are seeking a proactive and customer-focused User Support Specialist to provide technical assistance and support to end users. This role involves resolving technical issues, guiding users through solutions, and ensuring a smooth and positive user experience across IT systems and applications.
The ideal candidate has strong communication skills, technical troubleshooting abilities, and a passion for helping users efficiently resolve issues.
Key Responsibilities
- Provide first-line and second-line technical support via phone, email, chat, or ticketing systems
- Diagnose and resolve hardware, software, and system-related issues
- Assist users with account setup, password resets, and access permissions
- Guide users through step-by-step solutions in a clear and professional manner
- Escalate complex issues to specialised IT teams when necessary
- Maintain accurate records of support requests and resolutions
- Support onboarding and offboarding processes for employees
- Ensure adherence to IT policies, security standards, and best practices
- Identify recurring issues and suggest improvements to systems or processes
Qualifications
- Diploma or degree in Information Technology, Computer Science, or related field (or equivalent experience)
- 1–3+ years of experience in IT support, help desk, or user support roles
- Knowledge of Windows, macOS, and common business applications
- Familiarity with Microsoft 365, Active Directory, and ticketing systems
- Basic understanding of networking (TCP/IP, DNS, VPNs)
- Strong troubleshooting and analytical skills
- Excellent communication and customer service abilities
Core Competencies
- Customer Support Excellence
- Technical Troubleshooting
- Communication Skills
- Time Management & Prioritisation
- Attention to Detail
- Adaptability
Preferred Qualifications
- Certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications
- Experience with remote support tools
- Familiarity with service management frameworks (ITIL)
Benefits
- Competitive hourly compensation
- Remote and flexible work options
- Opportunities for certification and career advancement
- Exposure to a wide range of IT systems and technologies
- Supportive team environment
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