Specialist- Expert

Requirement/Must Have:

• Strong experience in desktop support and IT service desk operations.
• Advanced knowledge of computer hardware, software, and peripherals.
• Experience with networking protocols and communications.
• Ability to troubleshoot and resolve complex technical issues.
• Experience with system imaging, software deployment, and device configuration.
• Knowledge of Active Directory, email systems, and remote access tools.
• Strong customer service and communication skills.
• Ability to manage and prioritize service desk tickets effectively.
• Experience with data migration and user profile management.
• Ability to travel as required.

Experience:

• Proven experience handling IT incidents, service requests, and problem management.
• Experience working with infrastructure, application, and network teams.
• Experience supporting enterprise IT environments and end users.
• Experience mentoring junior technicians and supporting team development.

Responsibilities:

• Provide desktop support for hardware, software, and network-related issues.
• Evaluate, prioritize, and resolve service desk tickets based on business impact.
• Install, configure, and image computers and deploy business applications.
• Install and configure printers and other peripherals.
• Perform user data migration and system upgrades.
• Communicate status updates to customers and internal teams.
• Collaborate with data center, application, and network teams to resolve issues.
• Assist with account management including Active Directory and related systems.
• Identify trends, research solutions, and recommend improvements.
• Lead and support technical projects and team initiatives.
• Create and maintain documentation for processes and procedures.
• Ensure compliance with IT security policies and standards.
• Provide mentoring and guidance to other technicians.

Should Have:

• Experience leading projects or team initiatives.
• Familiarity with documentation standards and operational procedures.
• Knowledge of ITIL practices and service management frameworks.

Skills:

• Desktop support and troubleshooting.
• Hardware and software configuration.
• Networking fundamentals.
• Customer service and communication.
• Problem-solving and analytical thinking.
• Documentation and process improvement.