IT Support Specialist

The IT Hardware Support Help Desk Technician acts as the primary point of contact for clients needing support for end-of-life (EOL) and post-warranty IT infrastructure. The role requires diagnosing hardware failures remotely, coordinating on-site field engineering dispatch, and managing spare parts logistics to meet strict Service Level Agreements (SLAs)., * 1st/2nd Level Troubleshooting: Diagnose and resolve hardware issues over the phone, email, or ticketing system (e.g., servers, storage arrays, switches).

• Break/Fix Support: Analyze reported malfunctions and determine if a part replacement is required.
• Ticket Management: Log all client interactions, maintain detailed work logs, and track tickets to resolution within SLA timeframes (e.g., 4-hour on-site response).
• Vendor Liaison & Dispatch: Coordinate with on-site field technicians, spare parts logistics, and 3rd-party vendors for onsite repairs.
• Spare Parts Coordination: Assist in maintaining an adequate inventory of spare components per contracted Client.

Typical Work Conditions

• This is an Office based remote-focused help desk role, but it may require coordinating directly with field technicians who are in the field or guiding Field Service Engineers on how to do the required work that might be required.

High-pressure environment focusing on minimizing downtime for critical IT infrastructure and ensuring that downtime is largely limited

Do you have experience in Technical documentation?, * Hardware Expertise: Strong hands-on knowledge of enterprise hardware, including HP, Dell, IBM/Lenovo servers, and EMC/NetApp storage systems.

• Technical Troubleshooting: Ability to diagnose complex hardware failures under pressure.
• Customer Service: Excellent communication skills, patience, and professional demeanor, as this role involves interacting directly with clients and Field Service Engineers.
• Documentation: Strong analytical and documentation skills to create, update, and close tickets.
• Flexibility: Willingness to work on-call, weekends, or rotating shifts to support 24x7 client environments. Hybrid Working with 3 days in the office.
• Preferred Qualifications
• Certifications: CompTIA A+ or CompTIA Server+.

Experience on a Ticketing platform like SalesForce, ServiceNow etc

• Experience: 1-3 years of experience in IT hardware, break/fix support, or a datacenter environment.
• Previous experience working for a major hardware OEM (Dell, HPE, etc.) or Certifications and hands-on experience with the OEM products.

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance