IT Specialist

Job Title: L1 IT Specialist

Reporting To: Assistant IT Manager

Role Summary:

We are seeking an enthusiastic and technically sound L1 IT Specialist for our internal support team. This role will be the first line of support for IT-related issues and will focus on resolving hardware, software, and basic network problems for internal users.

Key Responsibilities:

• Provide first-level support for laptop and desktop configurations, setup, and troubleshooting.
• Install, configure, and upgrade operating systems and standard software applications.
• Handle basic network-related issues (LAN/Wi-Fi connectivity, IP configuration, etc.).
• Assist with firewall-related tasks such as whitelisting requests and verifying blocked connections (basic level).
• Perform routine hardware maintenance (RAM, HDD/SSD, battery, peripherals).
• Log and document all support activities and resolutions in the ticketing system.
• Escalate complex issues to L2/L3 support as needed while ensuring timely follow-ups.
• Support IT asset management – tagging, tracking, and inventory updates.
• Maintain and enforce endpoint security compliance (antivirus, encryption, patch updates).
• Support video conferencing setups and remote access tools (VPN, RDP).

Required Skills & Knowledge:

• Strong understanding of Windows OS (Windows 10/11) and basic troubleshooting.
• Minimum 2 years of IT experience.
• Laptop/desktop configuration knowledge (BIOS settings, OS imaging, drivers).
• Basic understanding of network components (IP, DNS, DHCP, routers, switches).
• Familiarity with firewalls and endpoint protection (basic concepts and handling of common issues).
• Hardware diagnostic and replacement experience (RAM, SSD, keyboards, etc.).
• Working knowledge of MS Office Suite and collaboration tools (Outlook, Teams).
• Ticketing system experience (e.g., ServiceNow).
• Good communication skills – both written and verbal.
• Ability to work under pressure and manage time effectively.

Preferred Certifications:

• CompTIA A+ / Network+
• Microsoft Certified: Modern Desktop Administrator Associate, (a plus)
• ITIL Foundation (a plus)

Why Apply:

• Opportunity to develop hands-on technical skills.
• Exposure to enterprise IT infrastructure and tools.
• Clear career growth path into L2 support or specialized IT domains.