Technical Support Specialist

Incident & Problem Management

• Perform advanced troubleshooting to identify root causes of recurring or complex issues.
• Restore services within defined SLA targets.
• Document root causes, fixes, and preventive actions.
• Support Problem Management by identifying trends and recurring incidents.

Technical Troubleshooting & Resolution

• Diagnose and resolve complex hardware, software, network, and system issues.
• Support operating systems, applications, servers, cloud services, and endpoints.
• Apply fixes, patches, configuration changes, and workarounds where required.
• Validate solutions before closing tickets.

3. System & Service Support

• Support enterprise systems such as: Microsoft 365 / Email services ,Active Directory / Azure AD, Endpoint management (Intune, MDM, EDR), Network connectivity (LAN, WAN, VPN) ,Backup and monitoring tools
• Perform controlled changes following approved change procedures.

4. Escalation & Collaboration

• Escalate unresolved or critical issues to Level 2 or vendors with complete diagnostics.

5. Documentation & Knowledge Management

• Create and update knowledge base articles and technical documentation.
• Ensure ticket updates are accurate, detailed, and professional.

6. Customer Communication

• Communicate clearly with customers on issue status, progress, and resolution.
• Explain technical issues in a simple, customer-friendly manner.
• Manage customer expectations during incidents and outages.

7. Monitoring & Preventive Support

• Monitor systems, alerts, and dashboards.
• Take proactive action to prevent incidents where possible.
• Support maintenance activities and system health checks.

• Strong troubleshooting and analytical skills
• high understanding of IT infrastructure and cloud services
• Knowledge of ITIL processes (Incident, Problem, Change)
• Ability to work under pressure and manage priorities
• Clear documentation and communication skills
• Certifications are Strongly Preferred :
• ITIL® 4 Foundation
• CompTIA Network+
• CompTIA A+
• Microsoft Certified: Endpoint Administrator Associate (MD-102)
• Microsoft Certified: Azure Administrator Associate (AZ-104)
• Microsoft 365 Certified: Administrator Expert
• Nice to Have:
• (CompTIA Security+
• Microsoft Certified: Security Operations Analyst Associate (SC-200)
• Cisco CCNA 
• Fortinet NSE / Palo Alto Certifications 

• A culture of growth: Many of our leaders started in junior roles — we believe in investing in our people and growing talent from within.
• Continuous feedback: We don’t wait for annual reviews — we believe in real-time coaching and development.
• Supportive & collaborative vibes: We're all about learning together, cheering each other on, and diving into challenges as a team.
• A space for every personality: Love socializing? You’ll thrive in our lively environment where conversation and connection are key. Prefer quiet focus? We’ve got dedicated Focus Rooms perfect for deep work.
• Flexible work options: Enjoy up to 6 Work from Home days per month — balance that works for you.