IT Technical Support Specialist

Job Summary:

Provides day-to-day technical support for ADES Production Services, ensuring the reliable operation of user hardware, software, networks, and IT systems. The role diagnoses and resolves incidents, manages user access, supports installations and upgrades, maintains IT assets and records, and assists employees onsite and remotely in line with service, security, and QHSSE requirements.

Roles & Responsibilities:

• Provide timely onsite and remote support for hardware, software, network, and access issues, ensuring tickets are prioritized, resolved, documented, and followed up.
• Install, configure, maintain, and upgrade workstations, peripherals, applications, and approved IT equipment.
• Create and maintain user accounts and permissions in accordance with approved access and information-security requirements.
• Record incidents, resolutions, operating procedures, and service reports accurately in the ticketing system.
• Maintain inventories of IT hardware, software, licenses, warranties, and service agreements, coordinating vendors as required.
• Support new-joiner workstation setup, system changes, user training, and continuous improvements to end-user service and productivity.

Education & Experience:

• Bachelor’s degree in information technology, Computer Science, or a related discipline.
• At least 7 years of experience in end-user support, Microsoft infrastructure, and large enterprise IT environments.
• Strong troubleshooting experience covering hardware, software, networking, user access, and remote support.
• Knowledge of ITIL service-management practices; Microsoft certification is preferred.
• Excellent English, customer-service orientation, prioritization, documentation, and cross-functional collaboration skills.