User Support Specialist

We are seeking a proactive and customer-focused User Support Specialist to provide technical assistance and support to end users. This role involves resolving technical issues guiding users through solutions and ensuring a smooth and positive user experience across IT systems and applications.

The ideal candidate has strong communication skills technical troubleshooting abilities and a passion for helping users efficiently resolve issues.

Key Responsibilities

• Provide first-line and second-line technical support via phone email chat or ticketing systems
• Diagnose and resolve hardware software and system-related issues
• Assist users with account setup password resets and access permissions
• Guide users through step-by-step solutions in a clear and professional manner
• Escalate complex issues to specialised IT teams when necessary
• Maintain accurate records of support requests and resolutions
• Support onboarding and offboarding processes for employees
• Ensure adherence to IT policies security standards and best practices
• Identify recurring issues and suggest improvements to systems or processes

Qualifications

• Diploma or degree in Information Technology Computer Science or related field (or equivalent experience)
• 13 years of experience in IT support help desk or user support roles
• Knowledge of Windows macOS and common business applications
• Familiarity with Microsoft 365 Active Directory and ticketing systems
• Basic understanding of networking (TCP/IP DNS VPNs)
• Strong troubleshooting and analytical skills
• Excellent communication and customer service abilities

Core Competencies

• Customer Support Excellence
• Technical Troubleshooting
• Communication Skills
• Time Management & Prioritisation
• Attention to Detail
• Adaptability

Preferred Qualifications

• Certifications such as CompTIA A ITIL Foundation or Microsoft certifications
• Experience with remote support tools
• Familiarity with service management frameworks (ITIL)

Benefits

• Competitive hourly compensation
• Remote and flexible work options
• Opportunities for certification and career advancement
• Exposure to a wide range of IT systems and technologies
• Supportive team environment