IT Support Specialist (End-User Support)

Job Summary

We are seeking a dedicated IT Support Specialist to provide technical assistance to employees and VIP users. This role involves troubleshooting hardware and software issues, maintaining IT systems, and ensuring seamless user experience. The ideal candidate will demonstrate strong problem-solving skills, excellent communication abilities, and a commitment to delivering high-quality service.

Key Responsibilities

• Collaborate with Infrastructure department on escalated issues and contribute to knowledge base articles.
• Provide first-line technical support via phone, email, remote access, or in-person, resolving hardware, software, and network connectivity issues.
• Troubleshoot and diagnose IT problems including operating system errors, application malfunctions, and peripheral device failures.
• Set up, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Support VIP users (executives and key stakeholders) with priority response times, ensuring minimal downtime and personalized assistance.
• Install and update software applications including operating systems (Windows, macOS), productivity tools (Microsoft O365), and fintech applications (Bloomberg, Trafix).
• Perform basic network troubleshooting including Wi-Fi connectivity, VPN setup, and IP configuration.
• Document support tickets, resolutions, and user interactions in the IT helpdesk system.
• Conduct user training on IT best practices, security awareness, and new tools.
• Maintain IT asset inventory and ensure compliance with company security policies.

Requirements

• 3+ years of proven IT support experience.
• Strong knowledge of Windows 10/11, macOS, and Microsoft Office 365 (including SharePoint Online, MS Teams and Outlook).
• Familiarity with Active Directory, Entra and Exchange Online.
• Understanding of networking concepts (TCP/IP, DNS, DHCP) and hardware troubleshooting.
• Experience with helpdesk ticketing systems (Jira, FreshDesk) and remote support tools (RDP, TeamViewer, AnyDesk).
• Excellent customer service skills with ability to communicate technical information to non-technical users.
• Strong task prioritization abilities, especially when supporting VIP users.
• High school diploma required; IT or Computer Science degree preferred.
• Professional appearance in accordance with company standards.
• Advanced proficiency in English.

What We Offer

• Competitive salary and benefits package.
• Professional development opportunities and certification reimbursement.
• Collaborative and inclusive work culture.

We are an equal opportunities employer and welcome applications from all qualified candidates regardless of race, sex, disability, religion/belief, sexual orientation, or age.