Job Description
POSITION PROFILE-IT & SECURITY SUPPORT SPECIALIST
The IT & Security Support Specialist serves as the first point of contact for users requiring technical assistance. They provide frontline support for hardware, software, and network-related issues, ensuring incidents and service requests are handled efficiently and professionally, with a strong focus on user satisfaction. The role requires excellent communication, strong problem-solving abilities, and a customer-first mindset.
KEY RESPONSIBILITIES:
• Act as the first line of 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.
• Provide support for Microsoft Windows, Office 365, and commonly used business applications.
• Support 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.
• Escalate complex issues to Tier 2/3 support or other relevant teams in accordance with SLAs.
• Stay current on cybersecurity threats and IT best practices.
• Collaborate with cross-functional teams to support the company’s operations.
• Participate in business initiatives as directed by management.
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 troubleshooting, analytical, and communication skills.
• Strong customer service orientation and attention to detail.
• Ability to adapt to changing priorities and work independently in a remote or onsite 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. Compensation is $700 USD per month, and the contractor is responsible for managing their own taxes and statutory obligations. The position is remote, and operates within a 24/7 shift-based environment, with a 40-hour workweek based on a rotating shift schedule, which may include evenings, weekends, and public holidays. Candidates are required to provide their own device (laptop/computer) that meets the company’s technical requirements. Additionally, they are required to install all company-mandated security tools and software necessary to protect our clients and company data, and to perform their duties effectively.
To Apply: Interested applicants may submit their resume and a cover letter detailing relevant experience to [email protected] with the subject line "IT & Security Support Specialist."
The IT & Security Support Specialist serves as the first point of contact for users requiring technical assistance. They provide frontline support for hardware, software, and network-related issues, ensuring incidents and service requests are handled efficiently and professionally, with a strong focus on user satisfaction. The role requires excellent communication, strong problem-solving abilities, and a customer-first mindset.
KEY RESPONSIBILITIES:
• Act as the first line of 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.
• Provide support for Microsoft Windows, Office 365, and commonly used business applications.
• Support 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.
• Escalate complex issues to Tier 2/3 support or other relevant teams in accordance with SLAs.
• Stay current on cybersecurity threats and IT best practices.
• Collaborate with cross-functional teams to support the company’s operations.
• Participate in business initiatives as directed by management.
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 troubleshooting, analytical, and communication skills.
• Strong customer service orientation and attention to detail.
• Ability to adapt to changing priorities and work independently in a remote or onsite 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. Compensation is $700 USD per month, and the contractor is responsible for managing their own taxes and statutory obligations. The position is remote, and operates within a 24/7 shift-based environment, with a 40-hour workweek based on a rotating shift schedule, which may include evenings, weekends, and public holidays. Candidates are required to provide their own device (laptop/computer) that meets the company’s technical requirements. Additionally, they are required to install all company-mandated security tools and software necessary to protect our clients and company data, and to perform their duties effectively.
To Apply: Interested applicants may submit their resume and a cover letter detailing relevant experience to [email protected] with the subject line "IT & Security Support Specialist."
💡 Quick Summary
Seeking a career-building opportunity? The (R236) - IT & Security Support Specialist position is now open for candidates interested in the IT Engineer & Developer Jobs sector. This role in Ahmedabad offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in IT Engineer & Developer Jobs is a plus.
