Tech Support Specialist

Position Overview: 

We are seeking a proactive and skilled Tech Support Specialist to join our team. The ideal candidate will have a comprehensive understanding of tech device vendor management, hardware support, O365 support, security and antivirus protocols, ITIL processes, and general tech tools. This role requires excellent communication skills, attention to detail, and the ability to troubleshoot a variety of technical issues efficiently. 

The position is remote with working hours based on UK Time zone and will report to the Head of Infrastructure and Cybersecurity. 

Key Responsibilities: 

O365 Support 

• Serve as an expert on Exchange Online support. 

• Be knowledgeable of Azure Entra ID, Security suite, Microsoft SharePoint and OneDrive. 

• Train users and troubleshoot issues within the O365 productivity suite. 

• Manage Microsoft Intune to maintain device security and compliance. 

Hardware Support: 

• Maintain an accurate asset inventory. 

• Provide break-fix support for Mac and Windows computers. 

• Possess knowledge of x86/x64/ARM architectures on Dell, Lenovo, and Apple computers. 

• Apply regular patches to systems to ensure they are secure and efficient. 

• Perform remote troubleshooting of computers. 

• Diagnose and troubleshoot network issues to minimize downtime. 

• Manage network VPN, servers and NAS in an office environment 

Tech Device Vendor Management and Shipping: 

• Interact with tech vendors and proactively order devices. 

• Manage the lifecycle of devices, ensuring they are up-to-date and functioning optimally. 

Security and Antivirus: 

• Maintain compliance with standard operating procedures to ensure data security. 

• Monitor security alerts and take appropriate actions. 

• Apply break-fix patches as necessary to address security vulnerabilities. 

• Integrate and manage Single Sign On procedures. 

ITIL Knowledge: 

• Demonstrate a basic knowledge of ticketing tools and ITIL processes. 

• Understand and implement the "no ticket no work" strategy. 

• Provide timely and relevant updates to customers regarding the status of their cases. 

General Tech Tools Knowledge: 

• Administer Zoom and other video conferencing tools. 

• Have a basic understanding of marketing tools such as Facebook Business Manager and Google Ads platform. 

• Willing to own and troubleshoot SaaS tools for employees. 

• Proficient in both verbal and written communication in English. 

• Ready to support during US hours of operation. 

Qualifications: 

• Proven experience in IT support, specifically with hardware and software troubleshooting. 

• Strong knowledge of O365 support, including Exchange Online, SharePoint, and OneDrive. 

• Experience with security and antivirus protocols. 

• Familiarity with ITIL processes and ticketing systems. 

• Excellent communication skills and the ability to train users on technical topics. 

• Relevant certification is an added advantage. 

• Proactive attitude with the ability to manage multiple tasks efficiently.