A Senior IT Support Specialist is an experienced professional who provides technical support and assistance to end-users within an organization. They are responsible for troubleshooting and resolving complex IT issues, managing IT infrastructure, and ensuring the smooth operation of computer systems and networks.
Technical Support: Providing advanced technical support to end-users, including diagnosing and resolving hardware, software, and network issues. Assisting with system configuration, installation, and upgrades.
System Administration: Managing and maintaining computer systems, servers, and networks. Installing, configuring, and updating software applications and operating systems. Monitoring system performance and ensuring security and data integrity.
User Support and Training: Assisting users with IT-related questions, issues, and requests. Providing training and guidance to end-users on software applications, systems, and security practices. Creating user documentation and knowledge base articles.
Incident and Problem Management: Responding to and resolving IT incidents and problems within established service level agreements (SLAs). Conducting root cause analysis to identify underlying issues and implementing preventive measures.
IT Infrastructure Management: Monitoring and maintaining the organization’s IT infrastructure, including servers, switches, routers, and other network devices. Managing domain services, active directories, and group policies. Implementing and maintaining backup and disaster recovery solutions.
Vendor and Asset Management: Coordinating with external vendors for hardware and software procurement, maintenance, and support. Managing IT assets, including inventory tracking, licensing, and compliance.
Security and Compliance: Implementing and enforcing IT security policies, procedures, and best practices. Conducting regular security assessments and audits. Managing antivirus, firewall, and intrusion detection systems. Addressing compliance requirements, such as data protection regulations.
Skills
Certifications in Google Workspace
Excellent in Communication
Performing level 1 and level 2 hardware repairs on laptops
