IT Senior Support Specialist

• Respond to and resolve support tickets involving:
• Advanced workstation, laptop, and peripheral issues
• Operating system errors and application-level problems
• Network connectivity and configuration issues (LAN/WAN, VPN)
• Microsoft 365 and cloud-based service issues
• Perform in-depth troubleshooting and root cause analysis for recurring or complex incidents.
• Support and maintain Active Directory user accounts, permissions, and group policies.
• Assist with software deployments, system imaging, and patch management.
• Collaborate with onshore IT teams to resolve cross-functional or infrastructure-related issues.
• Document solutions and contribute to the internal knowledge base.
• Ensure compliance with IT policies, procedures, and security standards.
• Provide remote support using tools such as RDP, Teams, or other remote access platforms.
• Participate in system maintenance tasks and support operational systems such as telephony and office equipment

REQUIRED QUALIFICATIONS AND EXPERIENCE

• Bachelors degree in Information Technology or a related field, or equivalent work experience.
• Minimum 5-7 years of experience in IT support, including at least 1 year handling Level 3 or complex technical issues.
• Strong knowledge of Windows OS, Microsoft 365, and basic networking concepts.
• Experience with Active Directory, user provisioning, and endpoint management.
• Familiarity with ITSM platforms (preferably ServiceNow) and ticketing workflows.
• Excellent troubleshooting and problem-solving skills.
• Strong written and verbal communication skills in English.
• Ability to work independently and manage multiple priorities in a remote team environment.

PREFERRED QUALIFICATIONS

• Microsoft certifications (e.g., MS-900, AZ-104, or equivalent)
• ITIL Foundation certification
• Experience with scripting (PowerShell, batch) or automation tools
• Exposure to cloud environments (Azure, AWS)
• Experience in healthcare, finance, or other regulated industries

KEY SKILLS

• Advanced technical troubleshooting
• Proficiency in Microsoft 365 and Windows environments
• Strong documentation and organizational skills
• Excellent customer service and interpersonal communication
• Ability to prioritize and resolve issues efficiently
• Familiarity with remote support tools and multi-line phone system

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