IT Support Specialist

We are seeking a proactive, service-oriented IT Support Specialist to provide reliable day-to-day technical support and help maintain a secure, efficient IT environment.

This role combines end-user support, workplace technology administration and hands-on assistance with internal infrastructure, including development, quality assurance and demonstration lab environments. Working closely with global IT and engineering teams, you will resolve technical issues, support employee productivity and contribute to continuous improvements in IT service delivery.

Key Responsibilities

1. Helpdesk & End-User Support

Provide first-level technical support to employees through the helpdesk system, email, collaboration tools, remote sessions and in-person assistance.

Diagnose and resolve hardware, operating system, software, printing, account access and connectivity issues promptly and professionally.

Record, categorise and prioritise incidents and service requests according to business impact and agreed service levels.

Take ownership of assigned tickets, keep users informed of progress and document troubleshooting steps and resolutions.

Escalate complex or recurring issues to the appropriate IT specialists or vendors, providing clear diagnostic information and following through to closure.

2. Workplace Technology & Employee IT Services

Set up, configure, deploy and maintain desktops, laptops, peripherals and approved business applications.

Support Microsoft 365 applications and collaboration services, including Outlook, Teams, OneDrive and SharePoint.

Coordinate IT onboarding, employee transfers and offboarding, including equipment preparation, access setup, asset recovery and completion of required records.

Troubleshoot meeting-room equipment, printers and other shared workplace technology.

Provide practical guidance to help employees use IT tools effectively and securely.

3. Systems, Network & Lab Support

Assist with the maintenance and troubleshooting of Windows and Linux systems, virtual machines and internal development, quality assurance and demonstration labs.

Perform initial troubleshooting of network connectivity, Wi-Fi, VPN, DNS and DHCP issues, escalating infrastructure changes and complex faults as appropriate.

Assist with routine system monitoring, patching, backup checks and maintenance activities in accordance with approved procedures.

Support the setup and maintenance of environments used for internal product deployment, testing and demonstrations.

Work with system administrators, engineering and cloud operations teams on infrastructure incidents, upgrades and approved IT projects.

4. IT Asset Management & Security

Maintain accurate hardware, software, licence and equipment assignment records throughout the asset lifecycle.

Coordinate equipment repairs, warranty claims, replacements and vendor follow-ups.

Apply approved endpoint configurations, software updates and security controls.

Follow access management, information security and data-handling procedures when supporting users and systems.

Promptly report suspected security incidents, unusual system behaviour and potential control gaps to the appropriate team.

Essential Requirements

Diploma or bachelor’s degree in Information Technology, Computer Science, Computer Engineering or a related discipline, or equivalent relevant practical experience.

At least two years of hands-on experience in IT support, desktop support, helpdesk services or a similar role.

Practical experience troubleshooting Windows desktops and laptops, Microsoft 365 applications, computer hardware and peripherals.

Working knowledge of Active Directory or Microsoft Entra ID, including user accounts, groups, permissions and common access issues.

Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi and VPN connectivity.

Familiarity with helpdesk ticketing systems, remote support tools and IT asset management practices.

Basic knowledge of Windows Server, Linux or virtualisation environments, with the ability to perform routine support tasks under established procedures.

Strong analytical and troubleshooting skills, with a structured approach to identifying problems and verifying solutions.

Clear written and verbal communication skills, including the ability to explain technical issues to non-technical users.

A service-oriented approach, sound judgement and the ability to manage competing priorities while maintaining accurate records.

Ability to work independently and collaboratively with distributed teams, handle confidential information responsibly and follow security procedures.