IT Technical Support Specialist (Tier 1/2)

About the role

We are looking for a customer‑focused IT Technical Support Specialist to deliver Level 1 and Level 2 assistance to internal teams and managed‑services clients. The role is hybrid, requiring onsite presence twice a week, and involves troubleshooting a wide range of hardware, software and network issues.

Key responsibilities

• Provide Level 1 and Level 2 support via phone, email, chat and in‑person.
• Diagnose and resolve hardware, software, network and system problems.
• Manage user accounts, permissions and access rights.
• Troubleshoot Windows, macOS and Linux operating systems.
• Support Microsoft 365 services including SharePoint, Exchange Online, email and VPN.
• Use and maintain ticketing and asset‑management tools such as MSP Manager or N‑Able.
• Document issues, resolutions and processes in the ticketing system.
• Escalate complex cases to senior IT staff when necessary.
• Assist with system updates, backups and infrastructure maintenance.
• Ensure compliance with security best practices and provide end‑user training.
• Contribute to continuous improvement of support processes.

Required profile

• Degree in IT, Computer Science or related field, or equivalent experience.
• Proven experience in IT technical support or help‑desk roles.
• Experience working in a Managed Service Provider (MSP) environment.
• Familiarity with ticketing/asset‑management tools such as MSP Manager or N‑Able.
• Strong knowledge of hardware, software and networking fundamentals (TCP/IP, DNS, DHCP).
• Experience with Microsoft 365 (SharePoint, Exchange Online).
• Exposure to Active Directory and user‑account management.

Required skills

• Windows operating system
• macOS operating system
• Linux operating system
• Microsoft 365 suite (SharePoint, Exchange Online)
• VPN configuration and support
• Ticketing systems (MSP Manager, N‑Able)
• Networking fundamentals (TCP/IP, DNS, DHCP)
• Active Directory
• Hardware troubleshooting
• System updates and backups