IT Support Specialist (Level 1/2) – Client-Focused Technology Generalist

About the role

We are looking for a communicative and versatile IT Support Specialist who enjoys client‑facing environments and solving a broad range of technical issues. The role is the primary point of contact for end users, delivering high‑quality support across Windows, macOS, iOS, Android and cloud productivity suites.

Key responsibilities

• Serve as first‑line contact via phone, email and remote sessions, providing courteous and clear assistance.
• Troubleshoot and resolve Level 1 and Level 2 incidents on hardware, software, printers, connectivity and peripherals.
• Assist with workstation deployments, device replacements, migrations and both remote and onsite support.
• Perform onboarding/offboarding, account creation, password resets, access provisioning and software licensing.
• Administer Microsoft 365 and Google Workspace, and support endpoint management tasks.
• Monitor endpoint health through RMM platforms, proactively address issues and escalate critical incidents.
• Develop SOPs, knowledge‑base articles and technical documentation.
• Research emerging technologies and evaluate AI tools (Microsoft Copilot, ChatGPT, Claude, Gemini) to improve efficiency.

Required profile

• Excellent spoken and written English with clear pronunciation and professional phone presence.
• Strong interpersonal, de‑escalation and customer‑service skills.
• Hands‑on experience supporting multiple operating systems and device types.

Required skills

• Windows, macOS, iOS and Android support.
• Microsoft 365 administration.
• Google Workspace administration.
• Remote Monitoring and Management (RMM) platforms.
• Endpoint management and compliance procedures.
• Familiarity with AI assistance tools such as Microsoft Copilot, ChatGPT, Claude, Gemini.