Information Technology Support Specialist

Job Overview

FNRCO is looking for a proactive and experienced IT Support Team Lead to supervise daily IT support functions while actively assisting end users with technical issues. This role requires solid troubleshooting capabilities, leadership of a small IT support team, and the delivery of exceptional customer service in a dynamic setting.

Primary Responsibilities

• Lead and mentor a team of five IT support engineers to ensure timely and effective service aligned with service level agreements.
• Identify and resolve issues involving hardware, software, and networking components.
• Provide technical assistance for Windows and macOS operating systems, various computing devices, printers, iPhones, peripherals, and basic network connectivity.
• Set up, configure, and sustain computer systems, OS, and business-related applications.
• Conduct preventive maintenance, hardware upgrades, and necessary repairs or replacements.
• Offer guidance and training to end users to enhance their IT knowledge and system utilization.
• Handle support requests through ticketing software, prioritize troubleshooting efforts, and ensure resolutions are achieved within designated timelines.
• Maintain precise documentation for reported issues, troubleshooting procedures, and their resolutions.
• Escalate complex problems to advanced technical teams and track resolution progress.
• Keep detailed records of IT hardware, software licenses, and asset management lifecycle.
• Adhere to IT policies, security protocols, and operational standards.
• Continuously seek improvements in IT support processes to boost user satisfaction.

Qualifications and Skills

• Bachelor’s degree in IT, Computer Science, or related discipline.
• Between 4 to 7 years of experience in IT support roles including help desk or desktop support, with a minimum of 2 to 4 years in a leadership position.
• Proficient in supporting Windows and macOS platforms, laptops, desktops, printers, iPhones, and peripheral devices.
• Fundamental knowledge of networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Familiarity with IT service management or ticketing systems like ServiceNow, Jira, Zendesk, or Freshservice.
• Expertise in hardware troubleshooting, software setup, systems configuration, and asset control.
• Strong problem-solving and analytical skills paired with excellent customer service and communication abilities.
• Capability to juggle multiple tasks effectively in high-pressure environments.
• Preferred certifications include CompTIA A+, Network+, ITIL Foundation, Microsoft, or Apple credentials.

Additional Information

Interested candidates may submit their resumes for upcoming vacancies through FNRCO's career portal.