IT Support Specialist

Job Description

As a skilled and proactive Technical Support Engineer / Service Desk Analyst with a fair understanding of the ITIL framework, your role will involve providing end-to-end IT infrastructure support. You will be responsible for delivering desktop support, managing customer infrastructure, and contributing to system reliability and performance through effective troubleshooting and monitoring.Key Responsibilities:- Provide Level 1/Level 2 technical support for end-users, ensuring quick resolution of hardware, software, and network-related issues.- Support desktop/laptop configuration, software installation, and troubleshooting.- Monitor and maintain IT systems using tools such as Nagios, SolarWinds, and SCOM.- Handle incident tickets using ticketing tools like ServiceNow or Remedy.- Assist in network troubleshooting using basic tools and commands (ping, tracert, netstat).- Perform basic IP addressing and network diagnostics; familiar with show commands on routers and switches.- Support infrastructure monitoring and event management.- Contribute to IT security operations including basic threat hunting and incident response.- Work with SIEM tools such as QRadar, LogRhythm, or Splunk.- Participate in storage and backup operations, including understanding RAID, SAN, and backup tools.- Perform basic server administration tasks, such as OS backup, file sharing, and system security.- Support database-related activities including basic SQL queries and relational database concepts.- Provide end-user computing support including MS Office, browsers, remote support tools, and endpoint troubleshooting.Preferred Qualifications:- Fair understanding of the ITIL framework.- Strong communication and customer service skills.- Ability to work independently and prioritize tasks.- Relevant certifications (CompTIA, ITIL, CCNA, etc.) are a plus.You should also have technical skills in areas such as networking, security, servers, storage & backup, database, and end-user computing to effectively carry out the responsibilities of this role. As a skilled and proactive Technical Support Engineer / Service Desk Analyst with a fair understanding of the ITIL framework, your role will involve providing end-to-end IT infrastructure support. You will be responsible for delivering desktop support, managing customer infrastructure, and contributing to system reliability and performance through effective troubleshooting and monitoring.Key Responsibilities:- Provide Level 1/Level 2 technical support for end-users, ensuring quick resolution of hardware, software, and network-related issues.- Support desktop/laptop configuration, software installation, and troubleshooting.- Monitor and maintain IT systems using tools such as Nagios, SolarWinds, and SCOM.- Handle incident tickets using ticketing tools like ServiceNow or Remedy.- Assist in network troubleshooting using basic tools and commands (ping, tracert, netstat).- Perform basic IP addressing and network diagnostics; familiar with show commands on routers and switches.- Support infrastructure monitoring and event management.- Contribute to IT security operations including basic threat hunting and incident response.- Work with SIEM tools such as QRadar, LogRhythm, or Splunk.- Participate in storage and backup operations, including understanding RAID, SAN, and backup tools.- Perform basic server administration tasks, such as OS backup, file sharing, and system security.- Support database-related activities including basic SQL queries and relational database concepts.- Provide end-user computing support including MS Office, browsers, remote support tools, and endpoint troubleshooting.Preferred Qualifications:- Fair understanding of the ITIL framework.- Strong communication and customer service skills.- Ability to work independently and prioritize tasks.- Relevant certifications (CompTIA, ITIL, CCNA, etc.) are a plus.You should also have technical skills in areas such as networking, security, servers, storage & backup, database, and end-user computing to effectively carry out the responsibilities of this role.

Keyskills :
Service nowIT service analyst