PURPOSE OF THE ROLE The IT Support Specialist serves as a key member of the technical support team, delivering high-quality frontline technical assistance to end users. This role focuses on resolving hardware, software, and system issues efficiently while contributing to team collaboration, knowledge sharing, and continuous service improvement. KEY RESPONSIBILITIES Service Request & Incident Management
Manage incoming service requests through email, ticketing systems, and phone.
Accurately log, categorize, and document user issues in the ticketing platform.
Troubleshoot and resolve Tier 1–2 incidents promptly.
Route and assign tickets to appropriate specialists based on skills and workload.
User Support & Customer Experience
Provide timely technical assistance and troubleshooting for end users.
Support users with varying levels of technical proficiency.
Conduct daily follow-ups on open tickets until resolution.
Deliver exceptional customer service with clear communication.
System Monitoring & Maintenance
Perform morning monitoring of core enterprise systems (including IBM i / AS400 environments) and escalate issues as needed.
Periodically review and update knowledge base and help desk documentation.
Team & Project Contribution
Collaborate within a technical support team to maintain high performance and knowledge sharing.
Participate in IT projects and initiatives to improve service delivery and operational efficiency.
Coordinate with IT leadership and other departments when required.
Assist with hardware handling, including installation, relocation, and basic setup of desktops, monitors, laptops, and peripherals.
Maintain professional standards, ethics, and compliance with company policies.
Protect company assets and adhere to security, safety, and confidentiality protocols.
Perform additional duties as assigned by management.