IT Support Specialist

The IT Services and Support Specialist plays a crucial role in ensuring the smooth operation of business IT services and systems and providing IT value add, technical advice and support to Transmed internal employees while supporting the services provided to customers and suppliers. Transmed is looking for candidate with a minimum of 5 years of IT experience and a strong background in IT services and support. This role involves delivering quality IT services, resolving technical issues, managing IT assets, and collaborating with cross-functional teams to deliver and continuously improve the IT business operations and environment.

This position occasionally requires after-hours work or working on days off to address critical IT services and issues and or to support important projects. Transmed is looking for candidate who is flexible and willing to accommodate such needs when they arise. This commitment to ensure the continuous operation of IT services, applications and systems, and the quality delivery of projects is vital to organization's ongoing success.

 Key Responsibilities & Duties:

• Act as the single point of contact for IT and provide first-line and escalated IT services and technical support to employees, resolving IT issues promptly and as per the assigned processes and SLAs
• Manage and respond to help desk tickets, service requests, and incidents promptly, ensuring timely and effective solutions for end-users.
• Collaborate with cross-functional business and IT teams to implement and support IT services, solutions, applications and systems.
• Manage and maintain the organization's IT assets, including desktops, laptops, mobile and network devices.
• Install, update, and configure software applications and operating systems. Ensure software licenses compliancy.
• Enforce security best practices, including data backup, antivirus, and access control. Assist in the management of security incidents and breaches.
• Create, modify, and disable user accounts. Manage access control and permissions.
• Assist in applications and network configuration, maintenance, and troubleshooting.
• Assist in the procurement process by evaluating and recommending hardware and software solutions, and ensuring they align with the organization's IT strategy and policies.
• Offer remote support to off-site employees and ensure consistent IT services and support.
• Act as a point of contact for end-users, providing IT services and support, as well as clear instructions for IT services quality ad issues resolution.
• Create and maintain documentation, including user manuals, applications and systems configurations, and troubleshooting guides, to assist both business users and IT team members.
• Continuously monitor IT servies, applications, systems performance, generate reports, and proactively address any issues to minimize downtime and optimize IT business services and resources.
• Perform other relevant duties as required by the Transmed business needs and priorities.

Key Competencies & Skills:

• Demonstrated expertise in a wide range of IT services, applications, systems, hardware, and software. Proficient in troubleshooting and resolving technical issues promptly.

• Exceptional customer service skills with the ability to communicate technical information to non-technical users in a clear and friendly manner. Proven experience in managing user expectations and ensuring satisfaction.

• Strong analytical and problem-solving skills with a track record of efficiently identifying and resolving technical issues. Ability to adapt to new and complex challenges in a fast-paced environment.

• Proficiency in providing remote IT services and support, including troubleshooting issues over the phone or through remote desktop tools.

• Demonstrated proficiency in advanced networking principles, including TCP/IP, DNS, DHCP, VPN, VLANs, routing and switching, subnetting, and firewall configuration. Extensive hands-on experience with network infrastructure design, implementation, and maintenance.

• Experience in maintaining and upgrading computer hardware, installing and configuring software, and performing routine maintenance tasks.

• Knowledge of IT security best practices, including data protection, access control, and compliance with relevant regulations and policies.

• Excellent interpersonal skills, patience, and ability to communicate technical information clearly to non-technical users.

• Strong time management and prioritization skills to manage multiple support requests efficiently. Meet deadlines and ensure timely resolutions.

• Proficient in maintaining accurate records and documentation of IT services, assets, configurations, and support activities. Familiarity with IT Service Management (ITSM) framework and tools is a plus.

• Excellent written and verbal communication skills. Ability to document technical processes and create user-friendly guides and manuals.

• Adept at working collaboratively in a team-oriented environment. Experience working with cross-functional teams, sharing knowledge, and contributing to team goals.

• Familiarity with IT service management frameworks, such as ITIL, and experience using ITSM tools for incident, problem, and change management.

Academic Education & Professional Certifications : 

• Bachelor Degree or Diploma in Information Technology, Computer Science, Information Systems, or related discipline
• 5+ years of experience in an IT environment supporting enterprise organization.
• IT certifications preferred: ITIL Foundation, CompTIA A+,CompTIA Network+, Cisco Certified Network Associate (CCNA).
• English proficiency is a must

Operational & Managerial Experience

• Hardware and Software Support: Proficiency in troubleshooting and supporting a variety of hardware components and software applications.
• Customer Service: Strong customer service skills, including effective communication, empathy, and the ability to manage user expectations.
• Experience in FMCG business applications with an understanding of the industry and business processes (is preferred).
• Problem Solving: The ability to diagnose and resolve technical issues efficiently.

Technical Skills & Knowledge

• Proven experience as an IT professional with a focus on IT services.
• Strong networking knowledge, including TCP/IP, DNS, DHCP, VPN, and basic network troubleshooting, is essential
• Strong experience in vulnerability assessment and penetration testing, encryption and cryptography
• Experience in incident and ticket management.