IT Support Specialist
3 weeks ago
About the Role:
We are seeking a skilled IT professional to join our dynamic client as an IT Analyst. As a key member of our IT team, you will be responsible for delivering exceptional support to our clients.
Key Responsibilities:
- Provide prompt and positive hardware and software support both remotely and onsite.
- Serve as the first point of contact for all IT incidents, requests, and questions via various channels.
- Handle all tickets offered from our office in a professional and efficient manner.
- Ensure accurate recording of incoming and outgoing tickets in our ticketing system.
- Perform thorough troubleshooting and document investigative actions and outcomes.
- Determine the best solution based on customer issues and guidelines.
- Stay updated on new problems and associated workarounds.
- Carry out daily operational tasks assigned to the IT department.
- Monitor and proactively respond to tickets in the queue.
- Provide regular updates to customers regarding the status of their issues.
- Adhere to documented processes, procedures, and security requirements.
- Foster effective communication and knowledge sharing with colleagues and IT contacts.
- Maintain access to necessary applications and services.
- Assist with ad-hoc IT support or project work when required.
- Continually improve IT skills and knowledge through sharing and learning.
- Collaborate with vendors and suppliers as needed.
Requirements:
- Strong educational background.
- Minimum of 1 year of experience in a large professional services environment (e.g., Law, Banking, Consulting, or Accounting).
- Previous experience in a technical support role supporting multiple production environments.
- Up-to-date working knowledge of hardware, software, servers, networking, and infrastructure.
- Proficiency in troubleshooting and analyzing various technologies.
- Familiarity with Windows 10, Worksite/Filesite, Microsoft Office 365, Symantec Enterprise Vault, CompareDocs, AirWatch, Intune, BigHand.
- Experience with Azure and hybrid environments.
- Knowledge of WIN 10, Surface Pro, screens, monitors, printers, and BOYD support.
- Strong proficiency in Microsoft Office applications, especially Outlook and Windows 10/365.
- Familiarity with M365, OneDrive, SharePoint, MS Teams.
- Technical understanding of communication tools and system issues.
- ITIL Foundation Certification preferred, but at a minimum, understanding of ITIL best practices and ability to follow ITIL processes.
- Confident in remote support investigation and known solution implementation.
- Experience in handling Major Incident escalations and engaging support teams.
About Us:
Abacus Professional Recruitment is a leading recruitment agency specializing in IT and professional services. We are committed to providing exceptional service to our clients and candidates.
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