Technical Support Specialist

About the role

The Technical Support Specialist provides Level 1 assistance to end‑users, resolving computer‑related issues for assigned accounts via phone, email, ticketing system or chat. You will act as the first point of contact, ensuring timely and courteous service while meeting defined SLA targets.

Key responsibilities

• Serve as the initial contact for IT incidents, diagnosing and resolving hardware, software, network and application problems.
• Log, classify, prioritize and manage incidents and service requests in the ITSM tool, following SOPs and updating ticket status regularly.
• Install, configure and maintain desktops, laptops, printers, mobile devices and peripherals; assist with user account management such as password resets and access provisioning.
• Support VPN, remote access and basic network connectivity troubleshooting.
• Install, upgrade and configure enterprise applications, including Microsoft 365 and other collaboration tools.
• Deliver professional, empathetic support and maintain high customer‑satisfaction ratings.
• Create and maintain knowledge‑base articles, document resolutions and identify recurring issues for continuous improvement.

Required profile

• Minimum education: 10+2+3 (any stream) or equivalent.
• Proven experience in IT support, service‑desk or technical support roles.
• Strong problem‑solving, analytical and communication abilities.
• Ability to multitask, prioritize and work effectively under pressure.
• Team‑oriented with a strong customer‑service mindset.

Required skills

• Windows operating system
• macOS operating system
• Basic networking concepts (TCP/IP, DNS, DHCP)
• Microsoft 365 suite
• VPN and remote‑access technologies
• Desktop, laptop and peripheral hardware troubleshooting
• ITSM / ticketing tools