IT Technical Support Specialist I

Description

Primary Purpose

The Technical Support Specialist will provide front-line and advanced support for our users and systems. This role can be scaled from entry-level (Tier 1) to advanced technical experience (Tier 3), depending on experience and organizational needs. The position is expected to resolve technical issues, improve user experience, and support infrastructure and application stability. The Technical Support Specialists will play a key role in implementing best practices in IT support.

Essential Duties And Responsibilities

Tier I

• Respond to basic technical inquiries via phone, email, or chat.
• Troubleshoot common hardware/software issues.
• Log and track support tickets in ITSM system.
• Support desktop deployments, imaging, and peripheral setup.

Tier II

• Resolve moderately complex issues involving OS, applications, and connectivity.
• Monitor system health and performance, proactively identifying and addressing potential issues to prevent future disruptions.
• Support desktop deployments, imaging, and peripheral setup.
• Maintain documentation and contribute to the knowledge base.
• Monitor system health and performance, proactively identifying and addressing potential issues to prevent future disruptions.

Tier III

• Handle escalated issues involving servers, networks, and enterprise applications.
• Perform deep diagnostics and system-level troubleshooting.
• Develop scripts and automation tools for support efficiency.
• Liaise with vendors and infrastructure teams for resolution.
• Provide expert-level support to end-users on complex hardware, software, networking, and application issues.
• Exemplify best practices in IT Operations group.
• Maintain, support and update IT Operations tools and resources.
• Lead and assist in the development of technical support documentation, knowledge base articles, and training materials.

Other Duties And Responsibilities

• Comprehensive knowledge of the products Country Supplier sells.
• Perform daily cleaning – such as, but not limited to, vacuuming, replacing full trashes with new trash bags, and sweeping.
• Other duties assigned as needed.

Required Qualifications

All Tiers

• Excellent communication skills.
• Ability to explain complex technical issues to non-technical users in a clear and understandable manner.
• Ability to work independently, manage multiple tasks, and prioritize effectively in a fast-paced environment.
• Strong problem-solving skills and a proactive, customer-focused attitude.

Tier I

• Basic knowledge of Windows/macOS, Office apps, and ticketing systems.
• Strong communication and customer service skills.
• CompTIA A+ preferred.
• ITL V4 Foundations preferred.

Tier II

• Associate’s degree in IT, Computer Science or related field, or equivalent and related experience.
• 2+ years of experience.
• Proficiency in troubleshooting OS, network, and application issues.
• Familiarity with Active Directory, remote support tools, and imaging.
• M365 Certified Endpoint Administrator Associate preferred.
• CompTIA Security+ preferred.

Tier III

• Bachelor’s Degree in IT, Computer Science or related field, or equivalent and related experience.
• 4+ years of experience.
• Expertise in system diagnostics, scripting (PowerShell, cmd), and enterprise tools.
• Experience supporting cloud platforms (Microsoft 365, Google Workspace).
• CompTIA Network+ preferred.
• CompTIA Server+ preferred.
• CompTIA Project+ preferred.