IT Support Specialist

1- Technical Support:

· Provide advanced technical support for hardware, software, and network-related issues across the organization.

· Troubleshoot escalated incidents and ensure timely resolution based on SLAs.

· Assist end users with complex technical problems and deliver high-quality service.

2- System Maintenance and Monitoring:

· Perform routine system checks, software updates, and patch management.

· Monitor system performance and proactively address potential issues.

· Ensure that all systems are functioning efficiently and securely.

3- User and Access Management:

· Manage user accounts, permissions, and access rights across systems and applications.

· Support onboarding and offboarding processes including hardware/software setup.

· Enforce IT policies regarding user access and security compliance.

4- Documentation and Reporting:

· Document incidents, resolutions, and procedures for future reference.

· Prepare weekly/monthly reports on support tickets, trends, and system performance.

· Update the IT knowledge base with new solutions and troubleshooting steps.

5- Coordination and Communication:

· Collaborate with different IT teams (infrastructure, security, applications) for complex issues.

· Communicate effectively with end users to understand issues and explain solutions clearly.

· Provide feedback to improve service delivery and end-user experience.

6- Asset and Inventory Management:

· Support IT asset lifecycle including issuance, tracking, and decommissioning.

· Ensure accurate inventory of IT equipment and timely updates in the asset management system.

· Assist in procurement and vendor coordination for IT supplies and services.

Minimum

- Years of experience: 

1 - 3

- Academic Qualifications:

Bachelor's degree in Information Technology, Computer Science, or a related field

- Professional Certificates:

Cisco Certified Network Associate (CCNA)

VMware Certified Professional (VCP)

CompTIA Network+ / Security+

- Language proficiency:

Intermediate at English

- Computer skills:

Basic networking knowledge (TCP/IP, DNS, DHCP)

Experience with ticketing systems