IT Support Specialist

Job Objective

Develop functional and reliable network and infrastructure solutions using various languages, tools, techniques, and approaches. Should have excellent problem-solving skills and thorough knowledge of network administration and architecture. If you’re also passionate about security and data protection, we are looking for a competent IT Support Specialist to provide fast and useful technical assistance on computer systems.

You will answer queries on basic technical issues and offer advice to solve them. An excellent Help Desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be oriented and patient to deal with difficult situations. The goal is to create value for clients that will help preserve the company’s reputation and business.

Primary Roles and Responsibilities

1. Work hand in hand with the technology strategy teams to better understand business needs that would require developing network and infrastructure solutions.
2. Work closely with application development teams to forecast infrastructure needs and capacity planning.
3. Provide support to the technology operations throughout the installation, configuration, and management of infrastructure.
4. Contribute to the development of business continuity plans, disaster recovery plans, and risk items.
5. Work closely with service providers to implement all network and infrastructure development activities and ensure its completion in an efficient and effective manner.
6. Configure routing and switching equipment, IP voice services, and firewalls.
7. Support and administer firewall environments in line with Cybersecurity policy and procedures.
8. Monitor network performance and integrity.
9. Design and implement functional network infrastructure.
10. Design, implement, and support firewalls, site-to-site VPNs, and remote-access VPNs.
11. Create, oversee, and test security measures (e.g. access authentication and disaster recovery).
12. Communicate with users when needed.
13. Maintain complete technical documentation.
14. Suggest improvements to network performance, capacity, and scalability.
15. Serve as the first point of contact for the JCSA seeking technical assistance over the phone or email.
16. Perform remote and physical troubleshooting through diagnostic techniques and pertinent questions.
17. Determine the best solution based on the issue and details provided by the company.
18. Provide accurate information on IT products or services.
19. Record events and problems and their resolution in logs.
20. Follow up and update status and information.
21. Pass on any feedback or suggestions by staff to the appropriate IT team.
22. Identify and suggest possible improvements in procedures.

Job Requirements

1. Proven experience as a help desk technician or another supporting role.
2. Tech savvy with working knowledge of office automation products, databases, and remote control.
3. Good understanding of computer systems, mobile devices, and other tech products.
4. Ability to diagnose and resolve basic technical issues.
5. Proficiency in English.
6. Excellent communication skills.
7. Customer-oriented and cool-tempered.
8. Diploma degree in IT, Computer Science, or a relevant field.
9. Bachelor’s degree in computer engineering or any other relevant field.
10. Certifications: CompTIA IT Fundamentals, CompTIA A+, Cisco CCNA, CompTIA Network+, CompTIA Server+, Microsoft Certified Systems Administrator (MCSA).