IT Support Specialist – Technical Helpdesk

About the role

The IT Support Specialist provides day‑to‑day technical assistance to internal and global users, ensuring smooth operation of IT systems and a positive user experience. The role works closely with the wider IT team to resolve issues, manage tickets and maintain hardware and software assets.

Key responsibilities

• Log and track support requests via phone, email, ticketing tools (ManageEngine ServiceDesk Plus, ServiceNow), MS Teams or remote desktop.
• Monitor, prioritize and resolve tickets, escalating to senior staff when needed.
• Communicate known outages and send alerts to affected users.
• Provide first‑line troubleshooting for account access, software errors and basic network problems.
• Update the IT knowledge base with solutions to common issues.
• Offer in‑person walk‑up assistance and set up desktops, laptops, printers, peripherals and conference‑room equipment.
• Maintain inventory of IT assets and coordinate hardware replacements with senior staff or vendors.

Required profile

• 3‑5 years of experience in a technical support or helpdesk role.
• Diploma or degree in Information Technology or a related field (preferred).
• Strong customer‑service orientation and good verbal and written English communication.
• Ability to work independently and as part of a team.

Required skills

• Microsoft Windows operating system.
• Microsoft Office 365 suite.
• Mac OS familiarity.
• Active Directory and Exchange/Office 365 administration tools.
• Basic networking concepts (IP addressing, DNS, VPN).
• ServiceNow or ManageEngine ServiceDesk Plus ticketing platforms.
• Remote desktop tools and MS Teams.