IT Support Specialist

• Provide Level 1 and Level 2 technical support for end users, including troubleshooting issues related to:
• Workstations, laptops, and peripherals (printers, scanners, etc.)
• Operating systems and standard business applications
• Network connectivity (LAN/WAN)
• Respond to and manage support tickets using a ticketing system (preferably ServiceNow), ensuring timely resolution and proper documentation.
• Collaborate with onshore IT teams to escalate and resolve complex issues.
• Install, configure, and upgrade hardware and software as needed.
• Track and document all support activities, resolutions, and follow-ups.
• Assist with remote setup and maintenance of IT infrastructure in various office locations.
• Support operational systems such as telephony, security, and office equipment.
• Provide administrative support for IT operations, including inventory tracking and reporting

Qualification

REQUIRED QUALIFICATIONS AND EXPERIENCE

• Bachelors degree in Information Technology or related field, or equivalent work experience.
• Minimum 2-3 years of experience in an IT support role (L1/L2).
• Familiarity with ticketing systems and IT support workflows.
• Experience supporting users in a multi-national, multi-cultural environment.
• Strong communication skills in English, both written and verbal.
• Ability to work independently and collaboratively with remote/onshore teams.

PREFERRED QUALIFICATIONS

• Experience with ServiceNow or similar ITSM platforms.
• Microsoft certifications (e.g., MCP, MTA, or equivalent).
• Experience in healthcare or regulated industries is a plus.

KEY SKILLS

• Proficiency in Microsoft 365 Office Suite (Excel, Word, Outlook)
• Strong organizational and documentation skills
• Excellent customer service and interpersonal skills
• Analytical thinking and problem-solving abilities
• Ability to manage multiple tasks and prioritize effectively
• Familiarity with VOIP phone systems and remote support tools

M