Technical Support / IT Helpdesk Specialist

About the role

The Technical Support / IT Helpdesk Specialist provides first‑line assistance to end users, diagnosing and resolving hardware, software, network and system issues. The role ensures smooth IT operations by responding promptly to tickets, emails, calls and chat requests while delivering excellent customer service.

Key responsibilities

• Provide first‑level technical support for hardware, software, operating systems, printers, mobile devices and network connectivity.
• Respond to helpdesk tickets, emails, phone calls and chat requests in a timely, professional manner.
• Diagnose, troubleshoot and resolve issues or escalate complex problems to higher‑level teams.
• Install, configure, upgrade and maintain computer hardware, software and peripheral devices.
• Set up user accounts, passwords, email access and permissions following company policies.
• Perform routine system maintenance, updates and software installations.
• Document incidents, resolutions and procedures in the ticketing system.
• Support onboarding and offboarding activities, including device setup and account provisioning.
• Monitor IT systems, report recurring issues and suggest improvements.
• Educate users on IT best practices, security awareness and proper technology use.
• Ensure compliance with IT policies, cybersecurity standards and data protection requirements.
• Collaborate with other IT teams to resolve infrastructure, network and application issues.

Required profile

• Ability to deliver excellent customer service while handling technical queries.
• Commitment to follow organizational IT policies and cybersecurity standards.
• Willingness to collaborate with other IT teams and support continuous improvement.

Required skills

• Hardware troubleshooting
• Software installation and configuration
• Operating system support (Windows, macOS, Linux)
• Printer and mobile device support
• Network connectivity troubleshooting
• Helpdesk ticketing system usage
• User account and permission management