IT Support Specialist

• Act as an escalation point for Tier 1 technicians for unresolved or complex technical issues.
• Diagnose and resolve advanced hardware, software, Microsoft, and network-related incidents.
• Provide remote and on-site support as required.
• Collaborate with Tier 3 specialists and vendors on complex problem resolution.

1. Service Delivery & Ticket Management * Ensure timely resolution of assigned tickets in line with SLAs. * Monitor ticket queues and proactively address aging or high-priority tickets. * Maintain accurate, detailed ticket documentation and resolution notes. * Identify recurring issues and recommend long-term solutions.

2. Client Interaction & Support * Communicate professionally with clients regarding issue status, troubleshooting, and resolution. * Provide clear explanations of technical issues in user-friendly language. * Support high-priority and escalated client incidents to maintain service confidence and trust.

3. Knowledge Sharing & Mentorship * Assist with coaching and supporting Tier 1 technicians through knowledge sharing and guidance. * Contribute to internal knowledge base articles, SOPs, and troubleshooting documentation. * Promote adherence to IT processes, standards, and best practices.

4. Process & Continuous Improvement * Follow and help refine service desk processes, workflows, and procedures. * Identify inefficiencies in support operations and suggest improvements. * Stay up to date with emerging technologies relevant to the MSP environment.

5. Technical Environment Oversight * Support and maintain client environments including: *

• Microsoft 365 (Exchange, SharePoint, Teams, OneDrive)
• Windows OS and endpoint management
• Active Directory / Entra ID
• Networking fundamentals (LAN/WAN, VPN, Wi-Fi)
• Utilize RMM and service management tools for monitoring and remediation.

• Diploma or Degree in IT, Computer Science, or related field (or equivalent experience).

Experience

• 2-4+ years in an IT support role, preferably within an MSP/MSSP environment.
• Proven experience handling escalated technical issues beyond Tier 1.

Technical Proficiency

• Strong Microsoft ecosystem knowledge (Windows, Microsoft 365, Entra ID).
• Solid understanding of networking concepts and troubleshooting.
• Experience with ticketing systems and RMM tools.
• Familiarity with ITIL principles and service management practices.

Soft Skills

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong customer service mindset.