IT Support Specialist – Advanced Technical Support

About the role

American Vanguard is seeking an IT Support Specialist to deliver advanced technical assistance to end‑users and ensure reliable workplace technology across the organization. The role covers desktops, laptops, mobile devices, and office connectivity, acting as a key escalation point for complex issues.

Key responsibilities

• Provide Level 2 and Level 3 support for desktops, laptops, mobile devices, printers, scanners and other peripherals.
• Install, configure and maintain Windows and macOS operating systems.
• Support Microsoft 365 services including Outlook, Teams, OneDrive and SharePoint.
• Diagnose and resolve complex hardware, software and performance problems.
• Troubleshoot LAN, Wi‑Fi, VPN and network‑connected devices; coordinate configuration of switches, access points and firewalls with infrastructure teams.
• Serve as local IT contact during network outages or connectivity incidents.
• Deliver advanced support for reporting platforms, manage access, and work with application, ERP and data teams to resolve data‑access issues.
• Manage incidents, problems and service requests in the IT ticketing system, ensuring SLA compliance and performing root‑cause analysis.

Required profile

• Proven experience delivering Level 2/3 technical support in a corporate environment.
• Ability to act as escalation point for complex incidents and to perform root‑cause analysis.
• Strong communication with regional and global IT teams.

Required skills

• Windows operating system administration
• macOS operating system administration
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• LAN, Wi‑Fi and VPN troubleshooting
• Network device configuration (switches, access points, firewalls)
• Reporting platform support and access management
• ERP and data‑access troubleshooting
• IT ticketing system usage and SLA management