Senior IT Support Specialist

Provide day to day Helpdesk supportCreate and manage user accounts, emails, system access, and permissions.Perform OS configuration, device setup, and system installation.Support CCTV system access and monitoring.Resolve daily IT support tickets within SLA timelines.Ensure user satisfaction through clear communication and timely resolution.Document all support incidents for data reporting purposesLog all incidents and service requests with accurate details.Maintain updated IT asset documentation and device inventory.Prepare weekly/monthly reports on incident trends and system performance.Support audit and compliance documentation.Analyze, troubleshoot and resolve reported issues (software, hardware and processes) using a logical and systematic approachAnalyze and resolve complex hardware, software, and system issues.Conduct root-cause analysis for recurring incidents.Provide technical guidance and escalation support to IT Support Team.Deliver training sessions to enhance team capabilities.Monitor system performance to proactively identify issues.Manage external support vendor and resources.Work with all business functions to identify and implement IT solutionsSkillsTechnical Support Expertise: In-depth knowledge of troubleshooting hardware and software issues, ensuring quick resolution to maintain business continuity.Networking Skills: Proficiency in managing and configuring network devices, ensuring robust connectivity and security across the organization.Project Management: Ability to lead IT projects, ensuring timely delivery and alignment with business objectives.Communication Skills: Strong verbal and written communication skills to effectively interact with team members and stakeholders.Customer Service Orientation: A commitment to providing exceptional support and service to both internal staff and external customers.Education and Certification Minimum RequirementsBS degree in Information Technology, Computer Science, or similar.ITIL Certification (required).MS 365 Administration (preferred).Google Workspace Administration (preferred).Azure Fundamentals (AZ-900) (preferred).#J-18808-Ljbffr