Technical Support Specialist

About the role

We are looking for a proactive, customer‑focused Technical Support Specialist to join our team. The role involves delivering technical assistance, troubleshooting software and system issues, and supporting software implementations to ensure a high‑quality customer experience.

Key responsibilities

• Install, configure, and maintain software applications and systems.
• Provide technical support to customers and internal users, ensuring efficient operation.
• Support the deployment and rollout of new software applications and updates.
• Diagnose and troubleshoot software, application, system, and network‑related issues.
• Investigate incidents, identify root causes, and implement appropriate solutions.
• Manage multiple support requests while meeting agreed service levels.
• Escalate unresolved issues to development and implementation teams.
• Research and identify solutions to software and hardware problems.
• Maintain accurate records of issues, resolutions, and customer interactions within the support system.
• Develop and maintain technical documentation, user guides, and knowledge‑base articles.
• Follow up with customers to confirm issues are fully resolved and systems function properly.
• Prepare regular support reports and provide insights for continuous service improvement.
• Deliver exceptional customer service throughout the issue resolution process.

Required profile

• Bachelor’s degree in Computer Science, Information Technology, Information Systems or a related field.
• Proven experience as a Technical Support Engineer, IT Help Desk Specialist, Desktop Support Engineer or a similar role.
• Experience supporting software applications and enterprise systems.
• Hands‑on experience with Windows operating systems.
• Experience in software implementation and user support (preferred).
• Relevant technical certifications are a plus.
• Excellent troubleshooting and analytical thinking skills.
• Strong written and verbal communication abilities.
• Outstanding customer‑service orientation and ability to explain technical concepts to non‑technical users.
• Strong organizational and time‑management skills.
• Self‑motivated with a high sense of ownership and accountability.

Required skills

• Windows operating systems
• Ticketing / service‑desk systems
• Networking fundamentals
• System and application troubleshooting
• Software deployment and configuration
• Documentation of incidents and procedures
• Knowledge‑base article creation