Technical Support Specialist

This Job Opportunity describes a specialized IT position that requires strong research capabilities to identify optimal IT solutions, proficiency with a range of online tools and software, and expertise in managing applications across Windows and Mac platforms. The role involves assisting with the installation of complex hardware and networks, and necessitates fluent English communication skills, both written and verbal.

Key qualifications for this role include holding a diploma or degree in IT-related fields, with practical experience in IT hardware such as servers, storage devices, laptops, and desktops, as well as familiarity with software, cloud solutions, and networking. Candidates should have a solid understanding of various technologies including Windows OS, Windows Server, Email Server, cloud technologies like AWS and Azure, AD-DR solutions, backup systems, networking equipment (e.g., firewalls, switches, routers, CCTV), and VOIP systems.

The responsibilities encompass communicating with internal sales teams and clients to comprehend their needs, managing IT support projects and processes for both internal and external clients, and working effectively in a team environment. The individual must be adept at troubleshooting on-premise and cloud-based IT issues, ensuring service level agreements (SLAs) are met.

The Educational qualifications for this position include holding any of the following:

·        Diploma : A diploma in a relevant field, which typically indicates a shorter, more focused course of study compared to a degree.

·        BE/BTech : A Bachelor of Engineering or a Bachelor of Technology degree, which are undergraduate academic degrees awarded to students after completion of an engineering program.

·        Graduate Degree : A general reference to any bachelor's degree obtained from a college or university.

The communication and language skills necessary for this job are:

·        Good Written and Verbal Communication : The ability to communicate effectively in both written and spoken form is essential. This includes the capacity to articulate technical information clearly and concisely to both technical and non-technical audiences.

·        English Proficiency : Fluency in English is a must, as it is the primary language used for communication within the IT industry, especially in a global context. This includes the ability to read, write, speak, and understand English at a level that allows for effective communication in a professional setting.

·        Listening Skills : The ability to listen actively and understand the needs and concerns of clients and team members is crucial for providing appropriate IT support and solutions.

·        Presentation Skills : The capability to present information, whether in written reports or oral presentations, in a way that is understandable and engaging.

·        Interpersonal Skills : Strong interpersonal skills to build relationships with clients and colleagues, which can facilitate better understanding of their IT needs and improve the overall support experience.

·        Technical Writing : The ability to write technical documentation, such as user manuals, troubleshooting guides, and knowledge base articles, which requires clarity, accuracy, and an understanding of the target audience's technical knowledge level.

·        Cultural Sensitivity : In a globalized IT environment, the ability to communicate across cultural boundaries with sensitivity and respect is important, especially when dealing with international clients or team members.

·        Adaptability : The willingness and ability to adapt communication styles to suit different situations and audiences, which is key to successful IT support and client management.

These communication and language skills are critical for the IT support role as they enable the individual to effectively understand and address the IT needs of clients and colleagues, to collaborate with team members, and to convey technical information in a clear and accessible manner.

The specific IT skills and knowledge required for this role include:

·         IT Hardware Proficiency : Knowledge of various IT hardware components such as servers, storage devices, laptops, and desktops.

·        Software Expertise : Familiarity with a range of software applications relevant to the IT field.

·        Cloud Solutions : Understanding of cloud-based technologies and services, including platforms like AWS (Amazon Web Services) and Azure.

·        Networking : Knowledge of networking principles, equipment, and systems.

·        Operating Systems : Proficiency with Windows OS, including Windows Server, and experience with Email Server administration.

·        Cloud Technologies : Experience with cloud technologies such as AWS and Azure.

·        AD-DR Solutions : Understanding of Active Directory and Disaster Recovery solutions.

·        Backup Systems : Knowledge of data backup and recovery processes and systems.

·        Complex Hardware : Ability to handle complex hardware installations, including firewalls, switches, routers, and CCTV systems.

·        VoIP Systems : Familiarity with Voice over Internet Protocol systems.

·        Research Skills : Strong research capabilities to find the best IT solutions and to keep up with the latest technologies.

·        Troubleshooting : Ability to diagnose and resolve IT issues, both on-premise and in the cloud.

·        Remote Support : Capability to provide technical support remotely as needed.

·        Windows Server : Experience with specific versions of Windows Server, such as 2012 R2 and 2016.

·        Network Administration : Skills in network administration and management.

·        Cloud MSP : Experience with Cloud Managed Service Providers.

·        Hardware Firewall : Knowledge of configuring and managing hardware firewalls.

·        MAC OS : Proficiency with the Mac Operating System.

·        Service Level Agreements (SLAs) : Understanding of SLAs and the ability to maintain them in the course of IT support services.

These skills and knowledge areas are essential for the candidate to effectively handle the IT support services and projects, both internally and externally, as well as to communicate with the sales team and clients to understand and fulfill their IT requirements.

The responsibilities and tasks associated with this IT support role include:

·        Communication : Regular interaction with the internal sales team and clients to understand their IT requirements and to provide support accordingly.

·        Project and Process Management : Overseeing IT support projects and processes for both internal and external clients, ensuring that all IT-related tasks are managed efficiently.

·        Teamwork : Collaborating with team members to accomplish IT support goals and to ensure that the team functions effectively.

·        Technical Proficiency : Working with a variety of IT systems such as Windows Server 2022, , Network Admin, Cloud MSP, Hardware Firewall, and VOIP System, as well as MAC OS.

·        Troubleshooting : Resolving IT issues, both on-premise and in the cloud, which may involve diagnosing problems, implementing solutions, and ensuring that systems are restored to full functionality.

·        Maintenance of SLAs : Adhering to Service Level Agreements by providing timely and effective IT support to meet the agreed-upon standards and response times.

·        Remote Support : Providing technical support to users or systems that are not on-site, which may involve using remote access tools to diagnose and resolve issues.

·        Research and Learning : Keeping up with the latest IT trends and technologies through continuous research and learning to ensure that the best solutions are provided to clients.

·        Documentation : Maintaining accurate records of IT support activities, including issues resolved, actions taken, and any follow-up required.

·        Compliance : Ensuring that all IT support activities comply with company policies, industry standards, and legal regulations.

·        User Training : Providing training to users on IT systems and applications to improve their understanding and to reduce the frequency of support requests.

·        Vendor Management : Coordinating with IT vendors and service providers to manage hardware and software maintenance, upgrades, and procurement.

These responsibilities and tasks require a broad range of IT skills, from technical expertise to interpersonal communication, and the ability to work both independently and as part of a team. The role involves a high degree of problem-solving and the ability to adapt to new technologies and challenges.