Key Responsibilities:

Incident Management: Provide first-line support for IT issues reported by users, including troubleshooting hardware, software, network, and system problems.
Provide Technical Support: Diagnose, troubleshoot, and resolve hardware and software issues for desktops, laptops, and mobile devices, either remotely or on-site.
Manage End-User Devices: Deploy, configure, and maintain desktops, laptops, mobile devices, and peripherals such as printers and scanners.
Application Support: Assist users with issues related to common applications (e.g., Microsoft Office 365, VPN, collaboration tools) and ensure software is up to date and functioning.
Device Imaging and Deployment: Create, manage, and deploy standardized device images.
Service Request Fulfilment: Handle service requests such as password resets, access requests, and software installations.
Ticketing System Management: Log, prioritize, and categorize incidents and service requests in the ticketing system (e.g., ServiceNow, Jira).
User Communication: Communicate effectively with end-users, providing clear and timely updates on the status of their issues or requests.
Escalation: Escalate unresolved incidents to higher-level support teams, ensuring all relevant information is documented.
Documentation: Create and update knowledge base articles for common issues, enabling faster resolution for future incidents.
Remote Troubleshooting: Use remote access tools to diagnose and resolve issues for users across various locations.
Hardware & Software Troubleshooting: Assist with basic troubleshooting for desktops, laptops, printers, and mobile devices, including installing and configuring software.
Collaboration: Work closely with other IT teams (network, infrastructure, applications) to resolve more complex issues.
Service Level Agreements (SLA): Ensure all incidents and requests are resolved within agreed-upon SLAs.
Customer Service Focus: Maintain a high level of customer service, ensuring user satisfaction with timely resolution and clear communication.

Required Skills & Qualifications:

Technical Knowledge: Basic understanding of operating systems (Windows, Mac OS), common software applications (Microsoft Office, email clients), and hardware components.
Technical Expertise: In-depth knowledge of Windows, macOS, and mobile operating systems (iOS/Android) along with experience in supporting hardware such as desktops, laptops, and mobile devices.
Software Proficiency: Strong understanding of common business applications like Microsoft Office 365, VPN, remote desktop applications, and endpoint management tools.
Experience in Imaging & Deployment Tools: Hands-on experience with SCCM, MDT, or similar tools for OS deployment and device imaging.
Problem-Solving: Ability to diagnose and resolve basic IT issues efficiently.
Communication Skills: Strong verbal and written communication skills to effectively engage with end-users and technical teams.
Team Player: Ability to work collaboratively with colleagues and escalate issues when necessary.
Ticketing Systems: Experience with ticketing systems like ServiceNow, Jira, or similar.
Certifications (Preferred): ITIL Foundation, CompTIA A+, or equivalent certifications.
Time Management: Ability to manage multiple tickets and tasks while meeting deadlines.
IT Security Awareness: Understanding of security policies, endpoint protection, and compliance standards (e.g., encryption, antivirus, patch management).
Problem-Solving Skills: Ability to diagnose and resolve technical issues efficiently, both remotely and in person.
Communication Skills: Excellent verbal and written communication skills for interacting with end users and IT teams.
ITIL Awareness: Familiarity with ITIL principles and experience with incident, problem, and change management processes.
Strong knowledge of Windows and macOS operating systems.
Experience troubleshooting hardware, software, and networking issues.
Familiarity with remote desktop tools (e.g., TeamViewer, AnyDesk, Microsoft Remote Desktop).

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End User Support Specialist

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