IT Support Specialist

Job Description

Key Responsibilities: • Manage the IT Support staff to provide 1st and 2nd level technical support; answering support queries via the telephone, using remote desktop tools or should the need arise attendance to users place of work. • Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles • Take overall responsibility for incident management and request fulfilment on the IT Support. • Ensure staff take ownership of user problems and be proactive when dealing with user issues. • Act as a further escalation point for unresolved or escalated calls, respond to enquiries from users, and help them resolve any hardware or software problems. •Support users in the use of Computer equipment by providing necessary training and advice and allocate more complex calls to the relevant IT Support member. • Contribute to and comply with LinkDev MIS Polices & the IT Operations Manual. • Ensuring knowledge management systems and documentation are kept up to date and maintain a log of any software or hardware problems detected • Increase the Availability of self-help capability, such as through providing on-line FAQs and help documentation for common issues across IT Support by providing and continuously update a list of frequently asked questions (FAQs) regarding the Services and publish FAQs lists for LinkDev in a format that can easily be published on LinkDev’s intra site on a monthly basis, or as requested by Management. • Develop, document, and support/execute processes regarding interfaces, interaction, and responsibilities between Level 1 Support personnel, Level 2 Support personnel, and any other internal or external persons or entities that may either submit an Incident or receive an Incident. • Mentor staff to improve the capabilities and usefulness of the IT Support team and perform any other task or activity that will contribute to the successful operation of LinkDev • Identify potential Users’ training requirements (such as basic skills in Windows), and provide Knowledge Management recommendations for training actions to LinkDev Users. • Manage IT assets, ensuring accurate tracking and record-keeping of all company hardware, including laptops, desktops, printers, and other peripherals. Regularly perform hardware audits and maintain an up-to-date inventory of all IT assets. • Develop and implement procedures for effective asset management, ensuring optimal utilization and maintenance of IT hardware.

Job Requirements

• Must Know WDS, IT, Lead, Troubleshoot, users, laptop, windows, office, hardware, asset, support, users, documentation, training, ticketing, team, leadership, SLA, help, learn, software, manage.
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10, 11, Office 2021 and Microsoft Apps 365.
• From 5-8years of experience in this field.
• Good understanding of laptops hardware set-up and configuring.
• Excellent telephone manner and language communication skills.
• Strong Knowledge in Securing Laptops with various technologies.
• A demonstrated focus on customer service excellence (Mandatory)
• Excellent Communication skills (Mandatory)
• Ability to take a leadership role in IT incident escalations.
• Ability to provide leadership in customer service and customer communication.
• Strong negotiation skills, Self-motivated, with strong ability to work both independently and with teams and managers as appropriate.
• Familiar with ticketing systems such as Manage engine 'Service Desk Plus’
• Technology related certification ( MCITP or O365 certified, CompTIA A+, ITIL) is preferred
• Proven experience in IT support and managing a team of minimum 3 members for at least a year.
• Proficiency in Kaspersky anti-virus or similar security systems
• Understanding of endpoint security and system updates.
• Bachelor's degree in information technology, Computer Science or Engineering.
• Self-Starter, resourceful, great problem solver.