Technology Support Specialist

The Technology Support Specialist is often the first point of contact for colleagues who need technology help. The role resolves support requests; sets up and maintains devices, accounts and access; and helps administer the systems the firm relies on every day, including Microsoft 365, endpoints and the network., Technical support

• Respond to and resolve support requests through the service desk, in person, by phone and remotely, within agreed service levels.
• Troubleshoot hardware, software, network, printing and access issues, and escalate complex problems to senior team members.
• Log, track and update tickets accurately, and communicate clearly and courteously with the colleagues you support.
• Support collaboration tools, video conferencing and meeting-room technology.

Endpoints and devices

• Set up, configure, deploy and retire laptops, desktops, mobile devices and peripherals.
• Enroll and manage devices with endpoint management tools and apply software updates and patches.
• Install and support standard business applications.
• Maintain an accurate inventory of hardware, software and licenses.

Systems administration

• Manage user accounts, groups, licenses, shared mailboxes and permissions in Microsoft 365 and Entra ID.
• Carry out onboarding and offboarding: accounts, devices, access and equipment returns.
• Assist with the administration of servers, file shares, SharePoint and other business systems.
• Monitor systems and backups, respond to alerts, and assist with routine maintenance.

Network and infrastructure

• Support office network, Wi-Fi, VPN and printing infrastructure.
• Assist with infrastructure projects such as upgrades, migrations, hardware rollouts and office moves.

Security

• Follow security policies and data-handling practices, including those for confidential client information.
• Support multi-factor authentication, endpoint protection and access requests, and report suspicious activity promptly.

Documentation and continuous improvement

• Write and maintain knowledge-base articles, how-to guides and technical documentation.
• Identify recurring issues and suggest improvements, including simple scripts and automation.
• Work with technology vendors and service providers on support cases and deliveries.

• Bachelor’s degree in Information Systems, Computer Science or a related field, or equivalent practical experience.
• 2+ years of experience in technical support, help desk or systems administration. Internships, co-ops and campus technology roles count.
• Working knowledge of Windows and macOS, including installation, configuration and troubleshooting.
• Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and its administration.
• Understanding of networking fundamentals, such as TCP/IP, DNS, DHCP, Wi-Fi and VPN.
• Strong troubleshooting skills and a logical, methodical approach to solving problems.
• Clear written and verbal communication, including with non-technical colleagues.
• A customer-service mindset, reliability and discretion with confidential information.
• Ability to manage multiple requests, prioritize effectively and follow through., * Entry-level certifications, such as CompTIA A+, Network+ or Security+, or Microsoft 365 Fundamentals or Endpoint Administrator.
• Exposure to Entra ID (Azure AD), Intune or Active Directory.
• Experience with a service-management or ticketing tool, such as Jira Service Management or ServiceNow.
• Basic scripting in PowerShell or Python.
• Hands-on use of AI tools, such as ChatGPT, Claude or Microsoft Copilot.
• Interest in financial services or another regulated industry.