Job Purpose:

The IT Support Specialist is responsible for supporting and maintaining computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and software to ensure optimal workstation performance.

Key Responsibilities:

• Install and configure computer hardware, operating systems, and applications.
• Monitor and maintain computer systems and networks.
• Assist users in setting up systems or resolving technical issues, both in person and remotely.
• Diagnose and troubleshoot system and network problems, resolving hardware/software faults.
• Replace hardware components as needed.
• Provide technical support, including documentation and reporting.
• Follow diagrams and instructions to repair faults or set up systems.
• Support the deployment of new applications.
• Set up new user accounts, manage profiles, and resolve password issues.
• Respond to technical support requests within agreed time limits.
• Work on technical issues until resolution or escalate to third parties when necessary.
• Prioritize and manage multiple open cases simultaneously.

Required Skills & Experience:

• Strong knowledge of network and PC operating systems, including:
  • Windows Workstations, Windows Servers, VMware, Linux
• Experience in application support, including:
  • IP Scanners, Software Repair Tools, Antivirus Solutions, Remote Management Agents (Remote Admin, Remote Assistance, Desktop Remote Connection), Exchange Clients (MS Outlook, Outlook Express, Outlook Web Mail), VPN Client Connections, Client Firewalls
• Hands-on experience with network hardware, protocols, and standards, including:
  • ADSL Modems/Routers, Wireless Access Points (Indoor & Outdoor), Switches, Patch Panels, HP Laser & DeskJet Printers, Various Scanner Types
  • TCP/IP Protocol & Related Commands (Telnet, Ping, Tracert, Route, IPConfig, Netstat), POP3, SMTP, DHCP