Technical Specialist

General Accountabilities

• Onboarding and Offboarding:
• Coordinate Onboarding: Assist with the logistics of new employee onboarding, including scheduling and preparing materials.
• Support New Hires: Assist with onboarding activities, providing guidance and technical support to new hires throughout the process.
• Offboarding Support: Assist with offboarding processes, including account deactivation, equipment retrieval, etc.
• Technical Support:
• Tier 2 Support: Handle technical escalations and more advanced inquiries beyond the skills of Level 1 support.
• Issue Resolution: Troubleshoot hardware and software issues, providing timely solutions to end-users.
• Documentation: Maintain accurate records of support requests, resolutions, and knowledge base articles.
• Collaboration: Work closely with Level 1 support and other IT teams to resolve complex issues.
• Customer Service:
• Excellent Communication: Communicate effectively with end-users, explaining technical concepts in a user-friendly manner.
• Customer Satisfaction: Ensure a positive customer experience by resolving issues promptly and professionally.
• Empathy: Show empathy and patience when assisting users with technical challenges.
• Compliance and Security:
• Adhere to Policies: Ensure compliance with company policies, security protocols, and industry best practices.
• Security Awareness: Educate end-users on security practices and help prevent security breaches.
• Data Protection: Safeguard sensitive information during onboarding and offboarding processes.

Job Qualifications

Education:

• Bachelor's in Computer Science or a related field.
• ITSM foundation training is required.
• Level 2 help desk or technical support role.
  

Technical Skills:

• Minimum of 6 months in a help desk or technical support role.
• Troubleshooting skills and knowledge.
• Proficiency in Windows and macOS environments.
• Familiarity with Active Directory, Exchange, and Office 365.
• Basic networking knowledge (TCP/IP, DNS, DHCP).
• Certifications: Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.
  
  

Professional Skills

• Fluent  English language skills required: verbal and written communication. 
• Effective communication and problem-solving skills.
• Able to write technical work instructions to add value to the teams’ operations.
• Experience working with multicultural teams and customers. 
• Self-motivated and disciplined. 
• Strong investigative and analysis skills. 
• Customer-focused: Strong customer service orientation and problem-solving skills.
• Team Player: Collaborative mindset and ability to work well within a team.