TECHNICAL SUPPORT SPECIALIST 

The Technical Support Specialist role is to aid the organization?s ability to maintain a productive end-user technology environment by ensuring all provided hardware and software assets are fully functional. This position will provide technical support for equipment such as computers, printers and IP phones along with associated software components.

Main responsibilities: 

• Provide end user support and end user software/hardware maintenance.
• Liaise with production floor and all other business units to provide requisite tech support.
• Install, upgrade, repair and maintain end user IT equipment (to include computers, monitors, telephones, modems etc.) - this is inclusive of hardware components as well as their associated software components.
• Schedule and orchestrate the repairs (including vendor warranty repairs) of end user IT equipment.

Required Technical Skills & Qualifications 

• IT professional certifications such as CompTIA A+ and Network+ are highly recommended.
• Tertiary level qualification in Information Technology, Computer Science or related discipline.
• Basic working knowledge of MS Windows and Cisco networking infrastructure technologies.
• Basic understanding of information technology process management frameworks such as SDLC and ITIL.
• General understanding of voice & data networking infrastructure; to include network topologies and transport technologies.
• Good understanding of network operating systems in a client-server networking environment
• Good knowledge of workstation, server and network hardware.
• Strong working knowledge of Microsoft office products; to include configuration of MS Outlook email client.
• Experience in technical reporting and documentation.
• Working knowledge of remote access protocols and technologies such as Citrix, RDS and RDP
• Hands-on experience in data rack maintenance - to include MACs.

Soft Skills Attributes 

• Ability to execute all functions with attention to details and excellent quality delivery.
• Excellent professional communication skills (both written and oral) are required.
• Have a sense of urgency to and the ability to work quickly to deploy large numbers of computers.
• Possess a high level of initiative with the ability to work without supervisory inputs.
• Possess a growth-oriented DICE (determination, insight, curiosity, engagement) mindset.
• Possess a high level of responsibility and accountability to execute efficiently while continually providing progress reports.
• Possess the ability to communicate effectively using various collaboration tools.
• Possess good reporting skills using MS Office products such as MS Word and Excel, employing the use of tables and analytical graphs where necessary.
• Ability to execute all functions with attention to details while delivering with a high-quality standard.