IT Support Specialist

1. Technical Escalation & Support

• Act as an escalation point for Tier 1 technicians for unresolved or complex technical issues.
• Diagnose and resolve advanced hardware, software, Microsoft, and network-related incidents.
• Provide remote and on-site support as required.
• Collaborate with Tier 3 specialists and vendors on complex problem resolution.

1. Service Delivery & Ticket Management

• Ensure timely resolution of assigned tickets in line with SLAs.
• Monitor ticket queues and proactively address aging or high-priority tickets.
• Maintain accurate, detailed ticket documentation and resolution notes.
• Identify recurring issues and recommend long-term solutions.

1. Client Interaction & Support

• Communicate professionally with clients regarding issue status, troubleshooting, and resolution.
• Provide clear explanations of technical issues in user-friendly language.
• Support high-priority and escalated client incidents to maintain service confidence and trust.

1. Knowledge Sharing & Mentorship

• Assist with coaching and supporting Tier 1 technicians through knowledge sharing and guidance.
• Contribute to internal knowledge base articles, SOPs, and troubleshooting documentation.
• Promote adherence to IT processes, standards, and best practices.

1. Process & Continuous Improvement

• Follow and help refine service desk processes, workflows, and procedures.
• Identify inefficiencies in support operations and suggest improvements.
• Stay up to date with emerging technologies relevant to the MSP environment.

1. Technical Environment Oversight

• Support and maintain client environments including:

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• Microsoft 365 (Exchange, SharePoint, Teams, OneDrive)
• Windows OS and endpoint management
• Active Directory / Entra ID
• Networking fundamentals (LAN/WAN, VPN, Wi-Fi)
• Utilize RMM and service management tools for monitoring and remediation.

QUALIFICATIONS AND SKILLS

Education

• Diploma or Degree in IT, Computer Science, or related field (or equivalent experience).

Experience

• 2–4+ years in an IT support role, preferably within an MSP/MSSP environment.
• Proven experience handling escalated technical issues beyond Tier 1.

Technical Proficiency

• Strong Microsoft ecosystem knowledge (Windows, Microsoft 365, Entra ID).
• Solid understanding of networking concepts and troubleshooting.
• Experience with ticketing systems and RMM tools.
• Familiarity with ITIL principles and service management practices.

Soft Skills

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong customer service mindset.