Role Overview
We are seeking a Branch IT Support Specialist to provide first and second-level technical support to branch employees and users. The role will be responsible for troubleshooting hardware, software, network, application, and access-related issues while ensuring incidents and service requests are resolved within agreed SLAs..
Key Responsibilities
- Provide Level 1/Level 2 IT support to branch users and employees.
- Troubleshoot and resolve hardware, software, network, printer, and application issues.
- Provide technical support for desktops, laptops, monitors, scanners, printers, and other branch devices.
- Support Windows operating systems, Microsoft 365, Outlook, Teams, and Office applications.
- Troubleshoot connectivity issues including LAN, Wi-Fi, VPN, and basic network problems.
- Manage user accounts, password resets, permissions, and access requests.
- Install, configure, and maintain desktops, laptops, peripherals, and approved software.
- Log, update, prioritize, and resolve incidents and service requests through an ITSM / ticketing system.
- Escalate complex issues to infrastructure, network, application, or security teams when required.
Mandatory Skills
- IT Help Desk / Service Desk / Desktop Support
- 2–5+ years of IT support experience
- Windows 10/11
- Microsoft 365 / Office 365
- Active Directory / Azure AD / Entra ID
- Hardware and software troubleshooting
- Network troubleshooting – LAN/Wi-Fi/VPN
- ITSM / ticketing tools such as ServiceNow, Jira, Remedy, etc.
