IT Support Specialist

Role Overview

• Deliver timely and effective day to day technical support to end users, ensuring minimal disruption to business operations.
• Maintain accurate and up-to-date technical documentation, including configuration guides, installation procedures, and knowledge base articles.
• Ensure high availability of computer systems in alignment with agreed service levels, meeting end-user support expectations and receiving positive stakeholder feedback.
• Provide basic technical support to IT requests and incidents related to back-end Infrastructure when and where required.
• Provide day-to-day technical support for end user hardware, software, and application issues.
• Install, configure, troubleshoot, and resolve problems related to laptops, desktops, operating systems, applications, printers, and other peripherals.
• Manage and update the ServiceNow ticketing system to log, track, and resolve incidents and service requests efficiently.
• Provide Level 2 support for incidents escalated by the Service Desk, ensuring timely and effective resolution.
• Provide basic Infrastructure and Systems Administration support under the guidance of the Infrastructure Team.
• Maintain accurate and up-to-date inventory records of IT assets in ServiceNow, including hardware, software licenses, peripherals, and associated services.
• Collaborate with vendors and the corporate IT team to resolve complex IT issues and fulfil service requests.
• Execute IT related tasks for employee onboarding and offboarding processes effectively.
• Fulfil IT service requests in accordance with defined processes and procedures as directed by the IT Director.
• Maintain and update SharePoint with relevant IT support documentation and user guides.
• Assist the IT Director in project implementation and delivery of new IT initiatives.
• Proactively keep the IT Director informed on IT service performance, highlight any service interruptions, and ensure user concerns are appropriately escalated for timely resolution.
• Prioritize IT support tasks based on business impact and urgency.
• Perform root cause analysis for recurring or high impact technical issues affecting users or business operations and implement preventive measures to avoid future occurrences.
• Liaise with external vendors and service providers for backend support and issue resolution.
• Support the IT Director during project implementation and new initiative roll outs.
• Actively contribute to group level IT initiatives and projects, ensuring effective local implementation and alignment with group standards.
• Provide guidance and training to end users on best practices and effective use of IT tools.
• Provide technical support to field users or remote offices using remote tools.
• Assist in software deployment, patch management, and updates as part of the IT operations lifecycle.
• Participate in change management activities, ensuring documentation and proper approval processes are followed.
• Drive automation and digitization of manual processes, including conversion of paper-based forms and Excel-based workflows into digital, automated, and scalable solutions to improve operational efficiency.
• Lead and execute end-to-end IT projects as assigned by the IT Director, ensuring successful delivery from initiation through implementation, adoption, and closure in alignment with business requirements.

Requirements

• Minimum 5 to 6 years of work experience in the field of IT and IT support.
• Proven track record in a Microsoft-centric environment is a must.
• Experience with a recognized ITSM tool preferably ServiceNow.
• Experience in the healthcare industry an advantage.
• Mandatory technical skills: o Administering Windows 11. o Mobile device management. o Administering and supporting M365 Products. o Exposure to remote support tools (e.g., TeamViewer, AnyDesk, RDP, or similar). o Administering and supporting Active Directory, Azure AD, Intune etc. o Managing PABX or any Cloud Telephony System. o Basic knowledge of Windows Server and Cisco Device Administration. o Basic knowledge of Electronics Medical Records applications. o Familiarity with cloud platforms like AWS or Azure could be a plus. o Experience in Power BI for reporting, dashboard creation, and data visualization is an added advantage.
• Degree in the field of IT
• Microsoft and CCNA certifications considered a distinct advantage.
• ITIL Certified considered a distinct advantage.
• Knowledge of HIPAA and ISO27001 compliance is preferred.
• English (oral and written) an absolute must.

Tech Stack

• AWS
• Azure
• Cloud
• ITSM
• ServiceNow

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Professional development