(T310) TECHNICAL ASSISTANCE SPECIALIST

Bebeeit


IT Support Specialist Role This IT support specialist position provides technical assistance to users across an organization, ensuring minimal disruption to operations. Key Responsibilities: - Provide primary and secondary technical support for various IT/OT equipment, including desktops, laptops, mobile devices, printers, and other assets. - Troubleshoot and resolve issues related to operating systems, business applications, hardware, and network connectivity. Offer remote support via phone, email, and remote access tools to all sites. - Manage service requests by logging, tracking, and resolving incidents, problems, and tickets using the organization's ITSM platform. Escalate unresolved issues to appropriate teams or vendors, adhering to defined escalation procedures, and ensure timely resolution in accordance with Service Level Agreements (SLAs). - Collaborate with global and local IT/OT teams to maintain consistent support coverage. Communicate technical information clearly to non-technical users and participate in meetings to share knowledge. - Maintain system efficiency by assisting with software installations, updates, and patch management. Support onboarding and offboarding processes, including account setup and hardware provisioning, and keep accurate inventory records of IT/OT assets. - Continuously identify recurring issues and suggest improvements to reduce incidents. Contribute to the development of support documentation and user guides. Stay updated on new technologies and best practices in support.

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