Job description

Technical Support Specialist – Tier 1
Key Responsibilities

• Provide onsite and remote technical support for Windows and Apple desktops, laptops, workstations, iMacs, and MacBooks.
  
• Diagnose and resolve routine hardware, software, operating system, and connectivity issues.
  
• Support printers, scanners, IP telephones, accessories, and other IT peripherals.
  
• Log, update, monitor, and close incidents and service requests through the ticketing system.
  
• Escalate complex or unresolved issues to Tier 2 with complete diagnostic information.
  
• Assist Tier 2 teams with onsite troubleshooting, task execution, and technical data collection.
  
• Install and configure operating systems, standard applications, and approved software.
  
• Prepare, deploy, relocate, replace, and maintain IT equipment and peripherals.
  
• Perform approved hardware upgrades and component replacements.
  
• Conduct preventive and corrective maintenance to minimize system downtime.
  
• Maintain accurate IT asset records and lifecycle documentation.
  

• Diploma or bachelor’s degree in Information Technology, Computer Science, or a related field.
  
• Relevant experience in Tier 1 technical support, desktop support, or IT helpdesk operations.
  
• Working knowledge of Windows and macOS environments.
  
• Experience troubleshooting desktops, laptops, printers, scanners, IP phones, and peripherals.
  
• Familiarity with remote-support tools and IT ticketing systems.
  
• Basic knowledge of hardware installation, software deployment, networking, and asset management.
  
• Good communication, customer-service, documentation, and problem-solving skills.
  
• ITIL Foundation, CompTIA A+, Microsoft, Apple, or equivalent certification is preferred.