I.T Technical Support Specialist

The IT Support Specialist role serves to support the organization’s ability to maintain a productive end-user technology environment by ensuring that all provided hardware and software assets are fully functional. This position will provide technical support within the office space

Main responsibilities: 

• Provide end user support and end user software/hardware maintenance.
• Liaise with production floor and all other business units to provide requisite tech support.
• Install, upgrade, repair and maintain end user IT equipment (to include computers, monitors, telephones, modems etc.) - this is inclusive of hardware components as well as their associated software components.
• Schedule and orchestrate the repairs (including vendor warranty repairs) of end user IT equipment.

Required Technical Skills & Qualifications 

• Tertiary level qualification in Information Technology, Computer Science or related discipline.
• General understanding of voice and data networking infrastructure; to include network topologies and transport technologies.
• Basic working knowledge of MS Windows and Cisco networking infrastructure technologies.
• IT professional certifications such as CompTIA A+ and Network+ are highly recommended.
• Basic understanding of information technology process management frameworks such as SDLC and ITIL.
• Good understanding of network operating systems in a client-server networking environment
• Good knowledge of workstation, server and network hardware.
• Strong working knowledge of Microsoft office products; to include configuration of MS Outlook email client.
• Experience in technical reporting and documentation..
• Working knowledge of remote access protocols, VDIs and related technologies such as Citrix, RDS etc.
• Hands-on experience in data rack maintenance - to include MACs.

Soft Skills Attributes 

• Ability to execute all functions with attention to details while delivering with a high quality standard.
• Excellent professional communication skills (both written and oral) are required.
• Have a sense of urgency to and the ability to work quickly to deploy large numbers of computers.
• Possess a high level of initiative with the ability to work without supervisory inputs.
• Possess a growth-oriented DICE (determination, insight, curiosity, engagement) mindset.
• Possess a high level of responsibility and accountability to execute efficiently while continually providing progress reports.
• Possess the ability to communicate effectively using various collaboration tools.
• Posses good reporting skills using MS Office products such as MS Word and Excel, employing the use of tables and analytical graphs where necessary.

 Special Conditions:

• Must be flexible and willing to work irregular hours including evenings, weekends and any work schedule required to satisfy client and customer needs in a 24/7 work environment.
• Must possess the ability to self-supervise.
• Must be able to telecommute and provide support to remote end users.
• Must be flexible in changing work locations (Kingston and Portmore) as required by the business.