IT Support Specialist

We are seeking a client-focused Help Desk Technician (Level 1–2) to provide remote IT support for a growing portfolio of users. This role is ideal for a technician who enjoys solving day-to-day technical issues while delivering an excellent customer experience via phone and email. You will play a key role in ensuring smooth IT operations by troubleshooting, documenting, and resolving user issues efficiently.

Duties / Task to perform

• Serve as the primary point of contact for user issues via phone and email • Troubleshoot and resolve end-user issues related to Microsoft 365 (Outlook, Teams, OneDrive/SharePoint, password resets, mailbox updates) • Provide support for Windows 10/11 devices, applications, user profiles, and printers • Assist with remote access and basic network troubleshooting (DNS, DHCP, WiFi, VPN) • Set up and configure devices for new users (laptops, workstations, peripherals) • Document all troubleshooting steps, resolutions, and updates in the ticketing system • Escalate complex issues to senior technicians with clear documentation • Follow SOPs and service workflows to meet response and resolution targets • Communicate proactively with users regarding ticket status, timelines, and next steps