Objective: (summary about the position)

We are looking for a proactive and customer-focused IT Specialist to join our IT support team. This role involves providing first-line technical support, resolving IT issues, and maintaining end-user systems and software. The ideal candidate will have a strong willingness to learn and grow, with some hands-on experience in Microsoft solutions and IT hardware/software troubleshooting.

Responsibilities:

Key Responsibilities

1. Technical Support
• Serve as the first point of contact for IT support requests via email, phone, or ticketing systems.
• Troubleshoot and resolve technical issues related to hardware, software, and network connectivity for laptops, desktops, and mobile devices.
• Install, configure, and maintain end-user devices, including printers, scanners, and peripherals.
2. Microsoft Solutions Support
• Assist with the administration and troubleshooting of Microsoft 365 services, including Exchange Online, SharePoint, Teams, and OneDrive.
• Configure and manage user accounts, permissions, and licenses in Microsoft Active Directory and Azure AD.
• Provide support for Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
3. System and Network Maintenance
• Monitor system performance and ensure uptime for critical IT services.
• Perform basic network troubleshooting, including resolving connectivity issues and assisting with Wi-Fi configuration.
• Support the setup and maintenance of security solutions such as antivirus software and endpoint protection.
4. Documentation and Reporting
• Maintain accurate records of IT incidents, solutions, and processes using a ticketing system.
• Contribute to the development and maintenance of IT knowledge base documentation.
• Provide reports on recurring issues and suggest areas for improvement.
5. User Training and Support
• Assist end-users with basic IT training and onboarding for new employees.
• Educate users on best practices for cybersecurity and efficient use of IT tools.

Requirements

Min requirements:

1.     Degree of education: Bachelor's degree in Information Technology, Computer Science, or a related field.

2.     Total working experience : 0-2 years of experience in IT support or a related role.

3.     Total experience in field : Any relevant certifications such as Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+, or ITIL Foundation are a plus.

4.     Qualifications necessary for the vacancy.

·  Familiarity with Windows operating systems (Windows 10/11 and Windows Server).

·  Basic understanding of Microsoft 365 administration and troubleshooting.

·  Hands-on experience with hardware setup, maintenance, and troubleshooting.

5.     Set of skills necessary for the vacancy.

·       Problem-Solving Skills:

• Ability to identify and resolve technical issues quickly and effectively.
• Strong analytical skills and attention to detail.

·       Customer Service Orientation:

• Excellent communication and interpersonal skills to interact with end-users.
• Patience and a positive attitude in addressing user concerns.

·       Organizational Skills:

• Ability to manage multiple tasks and prioritize effectively.
• Commitment to meeting response and resolution time targets.

6.     Specific degrees, certifications…etc. needed for the vacancy.