Information Technology Specialist – Desktop Support Engineer

About the role

The Information Technology Specialist will deliver day‑to‑day desktop support, both locally and remotely, handling inbound calls, troubleshooting hardware, software and application issues, and documenting resolutions in a ticketing system. The role ensures consistent service across all shifts within the IT Support Centre.

Key responsibilities

• Provide first‑ and second‑level contact and problem resolution for end‑users.
• Collaborate with vendors to resolve complex audio‑visual issues.
• Maintain timely communication on incident status and update tickets.
• Install, upgrade, support and troubleshoot Windows 11, Microsoft Office 2010, Cisco Jabber and other authorized desktop applications.
• Support basic Mac OS users and manage printers, computer hardware and peripherals.
• Perform preventative maintenance and remedial repairs on desktops, laptops and printers.
• Use diagnostic tools to troubleshoot network connectivity and workstation hardware/software problems.
• Contribute to project‑based work requiring flexibility and teamwork.

Required profile

• Bachelor’s degree in Computer Science or related field, or equivalent experience.
• CompTIA A+ and Microsoft Certified Professional (MCP) or higher.
• 2‑3 years of experience in Windows desktop support.
• Strong analytical, troubleshooting and problem‑solving abilities.
• Excellent communication and customer‑service skills.
• Willingness to work off‑hours or weekends for projects or emergencies.

Required skills

• Windows 10/11 operating systems.
• Microsoft Active Directory and Group Policy Objects (GPOs).
• Microsoft Office 365 and Office 2010.
• Cisco Jabber.
• Basic Mac OS support.
• Printer installation and troubleshooting.
• PC hardware installation and repair.
• Diagnostic tools for network and hardware issues.
• Mobile device management for iOS and Android.
• Enterprise encryption solutions.