We're looking for a proactive IT Support Specialist to manage Microsoft Intune administration, device security, and operational support at our site. This role combines technical expertise with customer service, handling incidents, service requests, and change management while providing hands-on helpdesk and field support for IT projects and day-to-day queries.
Key Responsibilities
- End-User Support: Provide timely assistance via tickets (Teams, email, phone) for IT issues, requests, and how-to inquiries.
- Incident & Request Management: Monitor, log, and resolve issues in line with ITIL standards and SLAs, ensuring customer satisfaction.
- Escalation & Collaboration: Escalate unresolved issues to 2nd/3rd level support and engage vendors when necessary.
- Security & Compliance: Work closely with the IT Security team on security incidents and ensure compliance with security protocols.
- Reporting & Documentation: Prepare RCA reports for incidents/events and maintain accurate documentation.
- Continuous Improvement: Contribute to process enhancements, knowledge sharing, and team collaboration.
- Leadership Backup: Act as backup for Service Desk Team Lead when required.
Requirements
- Diploma or higher in IT/Computer Science.
- Certifications inMicrosoft, CompTIA Security+, ITIL Foundation is an added advantage
- 23+ years experience in helpdesk and field service support, preferably in an MNC environment.
- Strong knowledge of ITSM processes (Incident, Change, Problem Management).
- Excellent troubleshooting, communication, and documentation skills.
- Ability to multitask, work independently, and handle high-priority tickets under pressure.
- Fluent in English (written & spoken).
- Good negotiation and interpersonal skills.
- Willingness to work shifts when required.
This is a 12-month contract role with the possibility of conversion to a permanent position based on business needs and performance.
