IT Support Specialist L1/L2

The IT Support Specialist is responsible for responding to Level 1 and 2 end-user requests through our ticketing system, providing timely and effective resolution of hardware, software, and network issues.

The ideal candidate will have experience working collaboratively with onshore teams and a strong understanding of IT support workflows, with ServiceNow experience considered a plus.

Essential Duties & Responsibilities

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.

Required Qualifications and Experience:

• Bachelor's degree in Information Technology or a 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 multinational, multicultural 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

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