IT Support Specialist

IT Support Specialist

About the role

As an IT Support Specialist, you will make an impact by providing high-quality technical support to end users across software, hardware, and productivity platforms. You will be a valued member of the IT Support team and collaborate with employees, technical teams, and key stakeholders to deliver efficient and effective technology solutions.

In this role, you will:

• Provide end-user technical support through Microsoft Teams, phone, email, and service portals.
• Resolve incidents, service requests, and technical queries using ServiceNow and other support tools.
• Troubleshoot and support Windows, macOS, iOS, Android, and related hardware devices.
• Support Microsoft 365 applications, including Teams and other productivity tools.
• Install, configure, maintain, and repair end-user hardware and workplace technology equipment.
• Deliver excellent customer service while ensuring timely issue resolution and user satisfaction.
• Document solutions, procedures, and support activities in accordance with established processes.

Work model

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 2 days per week in the office and 3 days working remotely.

Working hours: Monday through Friday, 12:00 PM to 9:00 PM.

Holiday coverage: This position requires availability to work on public holidays as needed.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

What you need to have to be considered

• 4 to 5 years of experience in IT Support, Service Desk, Help Desk, or related technical support roles.
• Experience supporting multiple operating systems and device platforms, including mobile devices.
• Strong troubleshooting skills across hardware, software, and end-user technologies.
• Experience supporting Microsoft 365, Microsoft Teams, and related productivity tools.
• Knowledge of Windows, macOS, iOS, and Android environments.
• Hands-on experience installing, configuring, and maintaining IT equipment.
• Strong customer service, communication, and problem-solving skills.
• Ability to manage multiple priorities and deliver effective technical support in a fast-paced environment.

These will help you stand out

• Experience working with ServiceNow or similar IT Service Management (ITSM) platforms.
• Knowledge of ITIL-based support processes and best practices.
• Experience supporting hybrid workplace technologies and remote users.
• Relevant technical certifications related to Microsoft technologies, desktop support, or IT service management.
• Ability to identify recurring issues and recommend process improvements.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.