Senior Network Support Specialist

Job Description

job summary
The main task of the Senior Information Technology Support Specialist is to oversee the overall response to users' requests and technical problems. This role includes technical support, ticket management, and coordination with specialized teams


Description of duties:
• Registration and classification of tickets in the Service Desk system
Diagnosing and solving problems or referring to specialized teams (L2/L3)
• Tracking tickets until the final solution
• Compliance with SLA and set schedules
• Fix hardware and software problems
• Face-to-face and remote support for users
• Password recovery and user access management
• Installing and configuring software
• Setting up user accounts and equipment for new employees
• Disable access and collect equipment when employees leave
• Basic training of users
• Detailed recording of problems and solutions
• Knowledge Base update
• Preparation of periodical reports
• Network and infrastructure monitoring

Qualifying conditions:

• Bachelor's or Master's degree in the field of information technology
• At least 8 years of practical experience in organizational environments
• Deep mastery of Network+ and hardware faults
• Practical familiarity with Windows Server and network services
• The spirit of teamwork and the ability to manage technical projects
• High patience in dealing with users
• Communication skills: explaining technical concepts in simple language
• Problem solving: analytical thinking and systematic approach
• Time management: prioritizing and managing multiple tickets at the same time