IT & Security Support Specialist

IT & Security Support Specialist Role Summary

We seek a skilled IT and Security Support Specialist to provide technical assistance and support for hardware, software, and network-related issues. The ideal candidate will possess excellent communication skills, strong problem-solving abilities, and a customer-first mindset.
Key Responsibilities:
• Provide frontline 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.
• Support Microsoft Windows, Office 365, and commonly used business applications.
• Assist with 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.
• Evaluate complex issues and escalate to Tier 2/3 support or other relevant teams in accordance with SLAs.
• Stay current on cybersecurity threats and best practices.
• Collaborate with cross-functional teams to support company operations.
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 analytical, communication, and troubleshooting skills.
• Strong customer service orientation and attention to detail.
• Ability to adapt to changing priorities and work independently in a remote 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. The position is remote and operates within a 24/7 shift-based environment, with a 40-hour workweek based on a rotating shift schedule. Candidates are required to provide their own device that meets the company's technical requirements and install all company-mandated security tools and software necessary to protect our clients and company data.