IT Technical Support Specialist at Sourcefit

Job Summary:

The IT Technical Support Specialist provides technical assistance and support to end-users, helping them resolve hardware, software, and networking and security issues. This role involves troubleshooting, diagnosing, and resolving problems, as well as installing and maintaining IT systems. The ideal candidate is customer-oriented, has excellent communication skills, and is able to work effectively in a team environment.

Job Details:

• Work from home
• Monday - Friday | Should be flexible with any of the following shifts: 8PM-5AM/ 9PM-6AM/ 10PM-7AM PHT

Key Responsibilities:

• Technical Support: Provide technical support to end-users via phone, email, or in-person, resolving issues related to hardware, software, operating systems, printers, and networks. Provide guidance to users on basic cybersecurity best practices to protect sensitive information
• Troubleshooting: Diagnose and troubleshoot technical issues, guiding users through problem- solving steps and documenting solutions.
• Installation and Configuration: Install, configure, and maintain hardware, software, and peripheral devices, ensuring compatibility and proper functioning.
• Ticket Management: Use a ticketing system to track, prioritize, and manage support requests, ensuring timely resolution of issues.
• Documentation: Create and maintain technical documentation, including user guides, FAǪs, and knowledge base articles.
• User Training: Conduct training sessions for end-users on software applications, IT best practices, and security protocols.
• System Monitoring: Monitor IT systems to detect and address potential issues, ensuring optimal performance and security. Monitor systems for security incidents and escalate any suspicious activity as needed
• Collaboration: Collaborate with other IT team members to address complex technical issues and implement IT projects.

Required Skills and Qualifications:

• Technical Knowledge: Strong understanding of hardware, software, operating systems, networking, and security concepts. In-depth knowledge of Microsoft 365 applications, including Outlook, Teams, SharePoint, OneDrive, Power Platform, and Entra.
• Problem-Solving Skills: Ability to diagnose and resolve technical issues effectively and efficiently.
• Communication Skills: Exceptional English communication skills, both verbal and written with the ability to explain technical concepts in simple terms to non-technical users.
• Customer Service Orientation: Strong focus on providing exceptional customer service and building positive relationships with end-users.
• Teamwork: Ability to work collaboratively with other IT team members and contribute to team goals.
• Adaptability: Willingness to learn new technologies and adapt to changing IT environments.

Preferred Qualifications:

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience: Previous experience in an IT support or technical support role.