Contractual 
Job Summary:
We are seeking a skilled and customer-focused IT Support specialist professional to provide hands-on and remote IT support for our internal users. This role will serve as the primary point of contact for troubleshooting technical issues, managing IT resources, and ensuring a seamless user experience. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a commitment to delivering high-quality IT support.

Key Responsibilities:

• Act as an IT concierge, providing expert troubleshooting and technical support for end users.
• Serve as the primary contact for all IT-related issues, including client devices, LAN/WAN connectivity, mobility, wireless networks, AV systems, conference rooms, MS Teams Rooms, and physical connectivity.
• Manage the onsite inventory of PCs and mobile devices, ensuring secure storage and proper handling of returns and receipts.
• Provide remote support via telephone or MS Teams, utilizing screen sharing or direct access as needed.
• Maintain and resolve all open incidents and tasks in a timely manner.
• Collaborate with Digital Technology (DT) teams to support the deployment of new technology rollouts.
• Offer hands-on support for IT teams managing network infrastructure, mobility, and other IT products.
• Ensure adherence to company policies, IT security guidelines, and regulatory compliance standards.
• Deliver exceptional customer service while handling IT support requests.
• Diagnose and resolve complex hardware and software issues efficiently.
• Act as a subject matter resource for IT policies and procedures.
• Build and maintain strong working relationships with internal customers.
• Proactively identify potential issues and implement solutions to prevent future disruptions.
• Communicate technical concepts clearly to both technical and non-technical audiences.

Qualifications & Skills:

• Proven experience in IT support, end-user services, or a related field.
• Strong troubleshooting skills for both hardware and software issues.
• Familiarity with network infrastructure, wireless technologies, and conference room AV systems.
• Proficiency in remote support tools, including MS Teams and screen-sharing applications.
• Experience managing IT assets, including PCs, mobile devices, and peripherals.
• Strong customer service orientation with excellent communication skills.
• Ability to work independently and collaborate effectively with cross-functional teams.
• Knowledge of IT security best practices and compliance requirements.
• Ability to adapt to new technologies and changing IT environments.