Tech Support Specialist

The Tech Support Specialist will play a key role in delivering first-line IT support to ensure smooth business operations. This role involves managing IT service requests, troubleshooting hardware, software, and network-related issues, and escalating them as needed. The specialist will join the global Tech Support team to provide remote support for end users across all locations and deliver on-the-ground support as needed, ensuring prompt resolution of technical problems while adhering to company service standards.

• Provide Tier-1 technical support for hardware, software, networking, and business application issues.

• Manage ITSM support requests, ensuring timely and effective resolution.

• Collaborate with the Tech Support Team to deliver global remote IT support and on-site assistance when required.

• Perform troubleshooting to minimize business disruptions and escalate unresolved issues promptly.

• Maintain accurate IT asset records within the ITSM system, ensuring proper tracking and documentation.

• Document issue resolutions and contribute to the knowledge base for continuous improvement.

• 2+ years of experience in IT helpdesk or technical support.

• Familiarity with ITSM tools is an advantage. Knowledge of Windows operating systems, Microsoft Office applications troubleshooting, basic hardware, and network troubleshooting

• User-centric mindset, collaborative team player, detail-oriented, willingness to learn, adaptability to changing priorities

• Relevant IT certification (e.g., CompTIA A+ or equivalent)

• Good communication, ability to work effectively under pressure, strong organizational skills.

• Effective English communication with end users.