IT Technical Support Specialist

Provide first-level technical support for end users via phone, and remote tools

Diagnosing and resolving hardware, software, and network issues

Support and maintain Windows environments and workplace systems

Assist users with Microsoft 365 applications (Outlook, Teams, SharePoint, etc.)

Manage user accounts, access rights, and basic security settings

Document incidents, solutions, and processes in the ticketing system

Escalate complex issues to Level 2 support when necessary

Ensure timely resolution while maintaining high customer satisfaction

Monitor and analyze recurrent Incident and request and connect to identify opportunities for optimization

Recommend enhancements to support processes, tools, and governance frameworks to improve service delivery.