The IT Specialist provides day-to-day technical assistance to users, ensuring smooth operation of desktops, laptops, and peripherals. The role supports incident resolution, preventive maintenance, and end-user service requests under SLA commitments.

Key Responsibilities:

• Provide first-level and second-level support for end-user devices, printers, and network connectivity.
• Troubleshoot hardware, software, and basic network issues on-site.
• Manage and resolve tickets through Freshservice or equivalent ITSM platform.
• Perform preventive maintenance and routine health checks.
• Assist with deployment of updates, patches, and endpoint security policies.
• Document technical issues, resolutions, and asset configurations in SharePoint.
• Coordinate with NOC/SOC for escalations or recurring incidents.
• Adhere to ITIL-aligned processes and service procedures

Qualifications:

• Bachelor’s Degree in Information Technology, Computer Science, or related field.
• At least 2–3 years of IT support experience (enterprise or managed services environment).
• Proficiency in Windows OS, Microsoft 365, and network fundamentals.
• Familiarity with Freshservice or other ITSM tools preferred.
• Excellent communication and customer service skills.