Desktop Support Specialist

Key Responsibilities Desktop & End-User Support

• Provide first and second-line technical support for desktop, laptop, and mobile devices
• Troubleshoot and resolve hardware, software, and connectivity issues across Windows, macOS, and Linux operating systems
• Manage user account creation, modifications, and access permissions
• Install, configure, and maintain desktop applications and software updates
• Document support tickets with detailed resolution steps and maintain accurate records

• Support and maintain Meraki-based LAN and WiFi infrastructure
• Assist with network troubleshooting, including connectivity issues and performance optimization
• Monitor network health and respond to alerts

• Provide support for Azure cloud-hosted services and infrastructure
• Troubleshoot and resolve issues with in-house developed applications
• Work closely with the development team to report bugs and assist with application testing
• Support application deployments and updates across various platforms

• Participate in IT projects and infrastructure improvements
• Contribute innovative ideas for process improvements and automation
• Assist with IT asset management and inventory tracking

• Basic understanding of Windows, macOS, and Linux operating systems, Office 365 Applications
• Fundamental knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs)
• Familiarity with cloud platforms, particularly Microsoft Azure (or willingness to learn)
• Basic troubleshooting and diagnostic skills
• Understanding of Active Directory and user management principles

• Relevant IT qualification (diploma, degree, or certification) OR
• 1-2 years of experience in a helpdesk or IT support role
Certifications such as CompTIA A+, Network+, or Microsoft certifications are advantageous

• Self-motivated and proactive - able to work independently without constant supervision
• Go-getter mentality - takes initiative and seeks out solutions rather than waiting for direction
• Innovative thinking - brings fresh ideas and creative approaches to problem-solving
• Hard-working and dedicated - committed to delivering excellent service and going the extra mile
• Fast learner - eager to acquire new skills and adapt to evolving technologies
• Strong communication skills - able to explain technical concepts to non-technical users
• Team player - collaborative while also capable of independent work
• Customer service oriented - patient, professional, and user-focused

• Mentorship from experienced senior engineers
• Hands-on exposure to enterprise-grade technologies including Meraki networking and Azure cloud infrastructure
• Opportunity to work across the full technology stack - from desktop support to cloud services
• Experience supporting in-house developed applications alongside the development team
• Diverse learning environment with exposure to all mainstream operating systems

• Trust-based environment where initiative and self-management are valued
• Collaborative team that supports innovation and new ideas
• Opportunity to make meaningful contributions and see the impact of your work

• Cisco Meraki networking ecosystem (LAN/WiFi)
• Microsoft Azure cloud platform
• In-house developed applications and systems
• Multi-platform environment (Windows, macOS, Linux)
• Modern IT infrastructure and tools