Job Title: IT Support Specialist / IT Support Technician
Job Purpose
The IT Support Specialist provides first- and second-level technical support to end-users, ensuring the stability, security, and efficiency of the company's IT systems . This role involves troubleshooting a wide range of technical problems, from hardware and software to network connectivity, and delivering timely, effective assistance to all users .
Key Responsibilities
1. End-User Technical Support
- Provide technical support via phone, email, chat, ticketing system, and in-person .
- Diagnose, troubleshoot, and resolve hardware, software, and basic network issues for desktops, laptops, printers, and mobile devices .
- Escalate complex and unresolved issues to senior IT staff or external vendors as needed .
2. IT Infrastructure & Operations
- Install, configure, and maintain computer hardware, operating systems (Windows, macOS), and business applications .
- Manage user accounts, passwords, and access permissions in systems like Active Directory .
- Monitor system performance and ensure network reliability .
- Assist with setting up and maintaining network hardware, such as routers and switches .
3. Security & Compliance
- Assist in implementing and maintaining IT security policies and controls .
- Follow cybersecurity best practices and ensure data protection compliance .
- Maintain accurate IT asset inventory and software licensing records .
4. Documentation & Project Support
- Accurately document support requests, troubleshooting steps, and resolutions using a help desk ticketing system .
- Contribute to and maintain the IT knowledge base and user guides .
- Support IT projects, system upgrades, and software deployments .
Qualifications & Requirements
Education & Experience
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience) is often preferred .
- Prior experience in IT support, helpdesk, or technical troubleshooting is essential, typically ranging from 1 to 5 years depending on the level .
Technical Skills
- Operating Systems: Strong knowledge of Windows and macOS; Linux administration can be a plus for some roles .
- Software: Proficiency with Microsoft 365 (Office, Teams, Exchange) and common business applications .
- Networking: Solid understanding of fundamental concepts like TCP/IP, DNS, DHCP, VPN, and Wi-Fi .
- Systems Administration: Experience with Active Directory/Microsoft Entra, user account management, and Group Policy .
- Hardware: Familiarity with installing and troubleshooting desktops, laptops, printers, and other peripherals .
Soft Skills
- Problem-Solving: Strong analytical and critical thinking skills for diagnosing and resolving technical issues .
- Customer Service: Excellent communication skills and a customer-oriented mindset to explain technical concepts to non-technical users .
- Organization: Ability to prioritize multiple tasks, manage time effectively, and work independently or as part of a team .
Certifications (Advantageous)
- CompTIA A+
- CompTIA Network+
- Google IT Support Professional Certificate
- Microsoft certifications or ITIL Foundation
Job Types: Full-time, Part-time
Pay: €16,808.72 - €47,944.37 per year
Work Location: In person
