(R236) - IT & Security Support Specialist

POSITION PROFILE-IT & SECURITY SUPPORT SPECIALIST

The IT & Security Support Specialist serves as the first point of contact for users requiring technical assistance. They provide frontline support for hardware, software, and network-related issues, ensuring incidents and service requests are handled efficiently and professionally, with a strong focus on user satisfaction. The role requires excellent communication, strong problem-solving abilities, and a customer-first mindset.

KEY RESPONSIBILITIES:

• Act as the first line of support for IT-related issues via phone, email, or ticketing system.

• Log, track, and manage incidents and service requests through the IT Service Management (ITSM) system.

• Troubleshoot and resolve hardware, software, printer, and network connectivity issues.

• Provide support for Microsoft Windows, Office 365, and commonly used business applications.

• Support onboarding and offboarding processes, including account setup and hardware provisioning.

• Monitor system alerts and respond promptly to mitigate potential disruptions.

• Document solutions, update internal knowledge bases, and follow escalation protocols as needed.

• Contribute to continuous improvement by identifying recurring issues and recommending solutions.

• Support IT initiatives, audits, or projects as assigned.

• Escalate complex issues to Tier 2/3 support or other relevant teams in accordance with SLAs.

• Stay current on cybersecurity threats and IT best practices.

• Collaborate with cross-functional teams to support the company’s operations.

• Participate in business initiatives as directed by management.

REQUIREMENTS:

• Diploma or degree in Information Technology, Computer Science, or a related field.

• 1–2 years of experience in a service desk or technical support role.

• Certifications such as CompTIA A+, Microsoft 365 Certified, or ITIL Foundation are an asset.

• Familiarity with Active Directory, Exchange, Office 365, and remote desktop tools.

• Proficiency in using remote support tools and IT ticketing systems.

• Excellent troubleshooting, analytical, and communication skills.

• Strong customer service orientation and attention to detail.

• Ability to adapt to changing priorities and work independently in a remote or onsite environment.

• Self-motivated team player with sound judgment and time management skills.

WORK CONDITIONS:

This is a contract role with a 2-year renewable agreement. Compensation is $700 USD per month, and the contractor is responsible for managing their own taxes and statutory obligations. The position is remote, and operates within a 24/7 shift-based environment, with a 40-hour workweek based on a rotating shift schedule, which may include evenings, weekends, and public holidays. Candidates are required to provide their own device (laptop/computer) that meets the company’s technical requirements. Additionally, they are required to install all company-mandated security tools and software necessary to protect our clients and company data, and to perform their duties effectively.

To Apply: Interested applicants may submit their resume and a cover letter detailing relevant experience to hr@simplysecuregroup.com with the subject line "IT & Security Support Specialist."