IT support Specialist

• Skilled in desk-side support and PC break/fix, with basic administration of Windows operating systems.
• Assist with anti-spyware and anti-virus software, including troubleshooting installation issues.
• Basic support for iOS/Android tablets, assisting with configuration and troubleshooting.
• Assist with software and operating system deployments using tools such as MSCM, WDS, or MDM solutions to install Microsoft Office, antivirus software, and company-specific applications. Level 1 deskside engineers support these deployments by following established procedures but do not take ownership of or troubleshoot enterprise deployment failures, which are escalated to Level 2 engineers when necessary.a

Active Directory & Identity Management:

• Assist with basic user account management tasks in Active Directory, including password resets, account unlocks, and adding users to existing groups. Level 1 deskside engineers perform these routine tasks but do not engage in more complex account management or troubleshooting, which is escalated to Level 2 engineers as required.
• Assist with access permissions and escalate issues as needed to senior teams for complex Active Directory problems.
• Level 1 deskside engineers are not expected to troubleshoot complex security, firewall, or enterprise software issues

Do you have experience in iOS?, 1-3 years' experience in IT infrastructure support, troubleshooting hardware, software, and operating system issues. As a Level 1 engineer, you will resolve issues while adhering to hardware warranty and customer security compliance standards., * Hands-on experience in installing, troubleshooting, and repairing desktops, printers, laptops, and other computer peripherals. (Monitors, keyboards, mice, printers, fax machines, scanners)

• Ability to lift and move equipment weighing up to 50 lbs.
• Provide Smart Hands support for peripheral and networking hardware, including routers, switches, firewalls, racks, and cabinets. Smart Hands activities involve performing physical tasks on-site while following instructions from senior engineers or remote technical teams, or by adhering to predefined procedures. Level 1 deskside engineers are expected to execute these tasks as directed but do not engage in configuring or troubleshooting complex network infrastructure, which is escalated to Level 2 engineers as needed., * Basic knowledge of enterprise LAN and WAN setups, with the ability to troubleshoot simple connectivity issues.
• Familiarity with TCP/IP, DNS, DHCP, VPN, and RDP.
• Basic wireless network troubleshooting, including using diagnostic tools (ping, ipconfig, Wi-Fi analyser).

Certifications:

• CompTIA A+ or equivalent entry-level IT certification (or acquired during employment).
• Basic awareness of ITIL processes, including Incident, Change, and Problem Management, Service Requests, and spare/buffer stock management.
• Customer site-specific certification may be introduced during induction.

Competency Requirements:

• Strong written and oral communication skills with clients and management.
• Excellent people skills for effective interaction with users and teams.
• Ability to meet deadlines and manage tasks efficiently.
• Strong deductive reasoning skills for troubleshooting issues.
• Capability to work independently with minimal supervision.
• Support of computer networks, as directed by senior technicians or service desk support.
• Proficient in ticket handling, adhering to client requirements.