What are the responsibilities and job description for the Information Technology Support Specialist position at TECEZE?
Role Summary :
We are seeking an experienced IT Support Specialist to join our team, responsible for supporting end-user devices in an enterprise desktop environment. The ideal candidate will have experience in Windows desktop support, mobile device management (iOS / Android), and the ability to troubleshoot both hardware and software issues. This role will also involve supporting enterprise-level systems and infrastructure, including Active Directory, MS Office 365, antivirus solutions, and basic network-related tasks.
Key Responsibilities :
- End-User Device Support :
- Provide support for end-user devices in an enterprise desktop environment, including Windows 7-10 , MS Office 365 , and PC hardware installation and troubleshooting .
- Perform device imaging and troubleshoot hardware / software issues for desktop and laptop systems.
- Ensure timely resolution of user-reported issues, adhering to service level agreements (SLAs).
- Mobile Device Management :
- Support and manage mobile devices, including iOS and Android devices, using mobile device management (MDM) solutions.
- Implement enterprise encryption solutions for mobile devices to ensure data security and compliance.
- Enterprise Systems Support :
- Assist with the management and troubleshooting of Active Directory , SCCM , Intune , and VPN access for end-users.
- Provide support for enterprise antivirus solutions and ensure all devices are compliant with security protocols.
- Basic Networking and Infrastructure Support :
- Provide basic networking support, including troubleshooting connectivity issues for end-users.
- Assist with end-user infrastructure systems such as asset management and enterprise security solutions.
- Troubleshooting and Problem Solving :
- Use strong analytical, troubleshooting, and problem-solving skills to resolve technical issues quickly and efficiently.
- Escalate complex issues to senior technical teams or management when necessary.
- Multi-tasking and Prioritization :
- Effectively prioritize and handle multiple tasks simultaneously to meet deadlines and SLA targets.
- Ensure that user issues are addressed promptly and effectively, maintaining a high level of customer satisfaction.
- Documentation and Reporting :
- Maintain accurate records of all issues, resolutions, and actions taken for future reference.
- Provide detailed reports and feedback to management on trends, recurring issues, and suggested improvements.
- Language Requirements :
- Fluent in the local language (mandatory), with a good command of English to communicate effectively with international teams and customers.
