IT Technical Support Specialist – Tier 1

Technical Support Specialist – Tier 1 Key Responsibilities Provide onsite and remote technical support for Windows and Apple desktops, laptops, workstations, iMacs, and MacBooks. Diagnose and resolve routine hardware, software, operating system, and connectivity issues. Support printers, scanners, IP telephones, accessories, and other IT peripherals. Log, update, monitor, and close incidents and service requests through the ticketing system. Escalate complex or unresolved issues to Tier 2 with complete diagnostic information. Assist Tier 2 teams with onsite troubleshooting, task execution, and technical data collection. Install and configure operating systems, standard applications, and approved software. Prepare, deploy, relocate, replace, and maintain IT equipment and peripherals. Perform approved hardware upgrades and component replacements. Conduct preventive and corrective maintenance to minimize system downtime. Maintain accurate IT asset records and lifecycle documentation. Requirements Requirements Diploma or bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant experience in Tier 1 technical support, desktop support, or IT helpdesk operations. Working knowledge of Windows and macOS environments. Experience troubleshooting desktops, laptops, printers, scanners, IP phones, and peripherals. Familiarity with remote-support tools and IT ticketing systems. Basic knowledge of hardware installation, software deployment, networking, and asset management. Good communication, customer-service, documentation, and problem-solving skills. ITIL Foundation, CompTIA A+, Microsoft, Apple, or equivalent certification is preferred. Interested candidates can send cv to 31313903/ bency@madre-me.com