IT Support Specialist (Client‑Facing & Cross‑Platform Support)

About the role

Our client is looking for a highly communicative, customer‑focused IT Support Specialist who will serve as the front‑line technical resource for end users. The role blends technical troubleshooting across multiple platforms with exceptional customer service, and encourages proactive use of downtime for documentation and technology research.

Key responsibilities

• Serve as the first point of contact for users via phone, email and ticketing systems, delivering white‑glove service and owning issues through resolution.
• Provide Level 1 and Level 2 support across Windows PCs, macOS, iOS and Android devices, printers, and basic networking equipment.
• Assist with onboarding and off‑boarding, provisioning accounts, licenses and devices, and monitor endpoint health using RMM tools.
• Research emerging AI tools and technology trends during low‑volume periods, create documentation, SOPs and recommend process improvements.

Required profile

• Near‑native English communication with clear pronunciation and the ability to explain technical concepts to non‑technical users.
• Proven experience in customer‑facing IT support, calm under pressure and strong de‑escalation skills.
• Broad hands‑on experience with multiple platforms (Windows, macOS, iOS, Android) and basic networking.
• Self‑starter attitude, curiosity and willingness to experiment with new technologies.

Required skills

• Windows and macOS troubleshooting.
• iOS and Android device support.
• Printer and peripheral configuration.
• Basic networking (LAN, Wi‑Fi).
• Microsoft 365 administration (password resets, user management, license assignment).
• Entra ID, Intune, PowerShell scripting.
• Remote Monitoring and Management (RMM) tools such as Atera.
• Ticketing systems and remote support utilities.
• AI productivity tools (Copilot, ChatGPT, Claude, Gemini).