IT Support Specialist

This is a remote position.

• Act as the first point of contact for IT-related queries and incidents via helpdesk, phone, or email.
  
• Diagnose and resolve common hardware, software, network, and system access issues.
  
• Set up, configure, and troubleshoot laptops, desktops, printers, and mobile devices.
  
• Support Microsoft Office 365, VPN, antivirus software, and other company-standard applications.
  
• Perform password resets, software installations, and user account support.
  
• Troubleshoot basic network connectivity issues, including TCP/IP, DNS, VPN, and DHCP.
  
• Log and manage incidents and service requests through the IT ticketing system.
  
• Prioritise incidents based on severity and business impact and escalate complex issues when necessary.
  
• Set up hardware and software for new employees and support onboarding from an IT perspective.
  
• Maintain accurate IT hardware and software inventory records.
  
• Assist with system maintenance, software updates, security checks, and routine technical procedures.
  
• Support access controls, permissions, and basic information security processes.
  
• Ensure IT support activities follow company security policies and GDPR requirements.
  
• Provide basic training and guidance to employees on IT systems, tools, and software.
  
• Maintain internal knowledge bases, FAQs, and technical support documentation.
  
• Identify recurring technical issues and contribute to implementing long-term solutions.
  
• Maintain effective relationships with employees and internal stakeholders.
  

Requirements

• 1+ year of experience in IT Support, Technical Support, Helpdesk, or a similar role.
  
• Previous experience providing customer service or user support in a professional environment.
  
• Good understanding of hardware, software, and basic networking concepts.
  
• Basic knowledge of TCP/IP, DNS, DHCP, and VPN.
  
• Familiarity with Active Directory, user account management, and password reset processes.
  
• Experience with Microsoft Office 365, including Word, Excel, and PowerPoint.
  
• Familiarity with Google Workspace is a plus.
  
• Experience using IT ticketing/helpdesk systems is preferred.
  
• Strong troubleshooting, critical-thinking, and problem-solving skills.
  
• Ability to identify recurring technical problems and proactively suggest solutions.
  
• Strong written and verbal communication skills.
  
• Excellent organisational skills and attention to detail.
  
• Ability to manage multiple requests, prioritise tasks, and work under deadlines.
  
• Ability to build effective relationships with internal stakeholders.
  
• Strong resilience and adaptability in a fast-paced and changing environment.
  
• Ability to work independently while also collaborating effectively with the wider IT team.
  
• Good understanding of information security and data protection principles.
  
• English proficiency required.