IT Specialist

Key Responsibilities

1. Hardware & Internal Systems Support

Provide daily helpdesk and technical support to end-users for hardware (PCs, laptops, monitors), operating systems, and internal software applications.

Configure, maintain, and troubleshoot peripheral devices including printers, scanners, CCTV systems, and other IT equipment.

Manage the IT asset inventory, conduct routine preventive maintenance, and ensure all equipment remains fully operational.

2. Access & Identity Administration (Active Directory)

Oversee user identity, account provisioning, deactivation, and access permissions via Active Directory.

Access Control: Ensure internal data access policies and security protocols are consistently enforced across all user accounts.

3. Network & Security Maintenance

Diagnose and resolve connectivity issues across local area networks (LAN) and wireless networks (Wi-Fi).

Perform basic monitoring and configuration of firewalls and network hardware (routers and switches) to ensure network stability and security.

4. Virtualization Support

Operate, configure, and support virtual machines using VMware Workstation or similar platforms for operational, development, or testing needs.

Monitor virtual environment health and ensure optimal resource allocation based on system requirements.

5. Incident & Escalation Management

Log, analyze, categorize, and resolve technical tickets and end-user incidents in accordance with established Service Level Agreements (SLAs).

Investigate complex technical issues and escalate unresolved incidents to Tier 2/3 support or external vendors when necessary.

Maintain incident logs and build knowledge base articles/SOPs to streamline future technical solutions.