Information Technology Support Specialist

About the role

The Information Technology Support Specialist provides end‑to‑end technical assistance for desktop and laptop environments, ensuring smooth operation of hardware, software, and connectivity for end‑users. The role combines on‑site and remote support, handling routine maintenance, incident resolution, and critical escalations.

Key responsibilities

• Delivered comprehensive technical support for desktops, laptops, printers, scanners and peripheral devices.
• Performed IMAC (Install, Move, Add, Change) activities and break/fix tasks.
• Managed device lifecycle: configuration, patching, OS imaging, and vendor hardware replacements.
• Utilised SCCM, Intune and ServiceNow for asset tracking, ticket resolution and remote assistance.
• Administered approved software installations, updates and security patching in line with IT policies.
• Provided remote and deskside support using EUC tools; supported MS Office, Outlook and VPN clients.
• Ensured compliance with security protocols, antivirus monitoring and desktop policy enforcement.
• Acted as primary onsite contact for VIP users and critical outage escalations.
• Supported Active Directory tasks, basic user account management and smart‑hands assistance.
• Maintained documentation of incidents, hardware inventory and technical guides.
• Followed ITIL practices for incident, problem and service request management.

Required profile

• Proven experience in desktop and laptop support within a corporate environment.
• Familiarity with Windows operating systems and basic macOS device handling.
• Understanding of ITIL processes for incident and problem management.
• Ability to work independently and as the primary contact during critical escalations.

Required skills

• SCCM
• Microsoft Intune
• ServiceNow
• Windows OS administration
• Active Directory user management
• MS Office suite (Word, Excel, Outlook)
• VPN client configuration
• Printer and scanner troubleshooting
• OS imaging and patch management
• ITIL incident/problem management