IT Support Specialist

About the role

We are looking for an enthusiastic IT Support Specialist to provide first‑line assistance to our users. You will be the primary point of contact for technical issues, ensuring rapid resolution and a high level of customer satisfaction.

Key responsibilities

• Answer inbound calls and emails, logging all incidents in Halo PSA.
• Perform initial triage and troubleshooting of common problems such as password resets, printer issues, and connectivity faults.
• Escalate unresolved tickets to 2nd‑line support with complete documentation.
• Maintain professional, empathetic communication across phone, email, and in‑person interactions.
• Document resolutions and contribute to the knowledge base.
• Engage in training and certification programs to deepen IT knowledge.

Required profile

• Strong communication and analytical abilities.
• Proactive learner with a passion for user support.
• Excellent organisational skills and ability to prioritise tasks.
• Commitment to meeting SLAs and achieving first‑time fixes.
• Willingness to pursue relevant certifications.

Required skills

• Halo PSA (ticketing system)
• Datto RMM (remote monitoring and management)
• Backupify (backup management)
• Microsoft 365
• Azure Virtual Desktop (AVD)