IT Support Specialist

ICF Olson; London; On-site; GBP 30,000 - 50,000; Full time

Job description

The IT Support Specialist is responsible for providing exceptional technical support to our global user base. They will be the first point of contact for incoming support calls and ticketing queue management. The role involves troubleshooting software and hardware issues, supporting audio/visual systems, and collaborating with internal IT teams to resolve technical issues. The ideal candidate will maintain up-to-date knowledge of relevant technologies and participate in special projects as required.

Key Responsibilities:

1. Answer incoming support calls and manage the first response to the ticketing queue.
2. Provide technical support to the organization's global user base.
3. Troubleshoot end-user software and hardware issues.
4. Respond to inquiries by applying knowledge of software, hardware, and procedures.
5. Support and maintain audio/visual systems and rooms.
6. Collaborate with internal IT teams to identify and resolve technical issues.
7. Participate in projects and initiatives as required.
8. Deploy hardware for new joiners, or as replacement devices.

Preferred Skills/Experience:

1. Excellent communication and customer service skills.
2. Strong problem-solving abilities and an attention to detail.
3. Ability to work independently and as part of a team.
4. Willingness to learn and adapt to new technologies and challenges.
5. Proven experience with Microsoft technologies, including Microsoft 365 Services.
6. Professional experience of troubleshooting Microsoft Windows.
7. Hands-on experience supporting hardware-related issues.
8. A minimum of two years of first/second line support experience within IT operations.