IT Support Specialist

High-level Job Purpose Statement The IT Support Specialist provides Level 1 and Level 2 support for employees using company devices, Microsoft 365 services, approved software, printers, connectivity, and workplace technology. The position owns each assigned ticket from acknowledgement through resolution or correct escalation, maintains accurate records in Freshservice, supports onboarding and offboarding, and helps keep Head Office and branch users productive The role does not independently own every network, server, cloud, security, or business application platform. It performs first-line diagnosis, collects evidence, applies approved fixes, communicates with the requester, and routes specialist work to the correct resolver group while retaining follow-up responsibility. Essential Duties and Responsibilities Service Desk and User Support - Provide timely Level 1 and Level 2 technical support through Freshservice, telephone, remote-access tools, email, and desk-side assistance. - Acknowledge, classify, prioritize, investigate, update, and resolve assigned incidents and service requests within the applicable service targets. - Maintain ownership of the requester experience even when a ticket is assigned to a specialist team or external vendor. - Troubleshoot Windows devices and provide working-level support for macOS, browsers, Microsoft Office applications, printers, scanners, monitors, docking stations, and standard peripherals. - Confirm the solution with the requester and record meaningful resolution notes before closure. Microsoft 365 Accounts and Access - Support Outlook, Teams, OneDrive, Office activation, shared mailboxes, distribution lists, and common Microsoft 365 user issues. Endpoint and Employee Lifecycle Support - Prepare, configure, test, and deploy laptops, desktops, all-in-one devices, monitors, phones, and approved accessories. - Complete onboarding activities, including hardware allocation, Microsoft 365 setup, approved software such as Adobe and Chrome, policy synchronization, quality checks, and handover or shipment to the employee's branch. - Process approved transfer, role-change, and offboarding tasks, including access changes, asset return, mailbox or data ownership handover, and completion evidence. - Maintain accurate asset assignment, stock, warranty, configuration, and return records in the approved inventory or ITSM system. - Apply approved endpoint standards, updates, security controls, and software configurations, and report exceptions promptly. Connectivity and Branch Support - Troubleshoot user-level LAN, Wi-Fi, internet, VPN, printer, and IP telephony connectivity issues using approved diagnostic steps. - Support branch and remote-site readiness by coordinating device delivery, workstation setup, local contacts, site access, vendors, and technical specialists. - Assist with CCTV, access-control, meeting-room, display, and other site-technology incidents by performing first-line checks and routing specialist work correctly. - Required Technical Knowledge - Windows desktop administration and troubleshooting, with working knowledge of macOS support. - Microsoft 365 support, including Outlook, Teams, OneDrive, Office applications, Microsoft Entra ID or Azure Active Directory user administration, authentication, and group membership. - PC, laptop, all-in-one device, monitor, docking station, printer, scanner, and peripheral installation and troubleshooting. - Networking fundamentals, including TCP/IP, DNS, DHCP, LAN, WAN, Wi-Fi, VPN, and internet links. - ITSM practices and ticket management, preferably using Freshservice or a comparable service-management platform. - Remote-support tools, and secure handling of company devices. Core Operating Activities - Monitor the Freshservice queue and assigned workload; respond to users; update pending and escalated tickets; complete endpoint and onboarding tasks; check priority alerts; specialist teams; record handovers and resolution notes. - Review aged, overdue, reopened, and recurring tickets; update knowledge articles; provide updates to the Group IT Support Manager - As required: Support office moves, branch openings, planned changes, scheduled after-hours work, incident escalation, equipment shipment, site visits, audits, and business continuity activities

High-level Job Purpose Statement: The IT Support Specialist provides Level 1 and Level 2 support for employees using company devices, Microsoft 365 services, approved software, printers, connectivity, and workplace technology. The position owns each assigned ticket from acknowledgement through resolution or correct escalation, maintains accurate records in Freshservice, supports onboarding and offboarding, and helps keep Head Office and branch users productive. Essential Duties and Responsibilities include Service Desk and User Support (providing Level 1/2 support, incident management, ownership of requester experience, troubleshooting Windows/macOS and peripherals, documenting resolutions), Microsoft 365 Accounts and Access (Outlook/Teams/OneDrive/Office activation and user issues), Endpoint and Employee Lifecycle Support (deploying devices, onboarding/offboarding tasks, asset management, endpoint standards and configurations), Connectivity and Branch Support (troubleshooting LAN/Wi-Fi/VPN/printing, branch readiness, site-technology incidents), and required technical knowledge across Windows/macOS, Microsoft 365, device installation/troubleshooting, networking fundamentals, ITSM practices, and remote support.