IT Support Specialist

Description

The IT Support Specialist (L1 and L2) will be the first point of contact for clients, providing technical assistance and resolving issues related to hardware, software, networks, and IT systems. Working for a Managed Services Provider, you will handle multiple clients at any time, ensuring swift and efficient troubleshooting while maintaining high levels of customer service. You’ll play a key role in keeping businesses running smoothly by supporting a wide range of IT environments.
 
Responsibilities: 
 

• Provide frontline technical support to clients via phone, email, or chat.
• Troubleshoot and resolve hardware, software, and network issues.
• Set up and configure desktop/laptop environments, user accounts, and peripherals.
• Assist with password resets, software installations, and basic system maintenance.
• Diagnose and resolve advanced network and system problems (e.g., firewalls, routers, switches, and VPNs).
• Install, configure, and manage servers, virtual environments (e.g., VMware, Hyper-V), and backup systems.
• Implement security protocols, including antivirus, malware protection, and patch management.
• Coordinate with vendors for hardware replacements and software upgrades as necessary.
• Log, manage and resolve tickets
• Provide excellent customer service and a positive experience for all clients
• Follow company procedures and SLAs for issue resolution 

Experience & Skills required:

• Minimum 1 year experience in technical support or helpdesk role 
• Basic knowledge of Windows and Mac operating systems.
• Understanding of Microsoft 365 and basic networking concepts.
• Familiarity with helpdesk ticketing systems and remote desktop tools.
• Experience with network configuration (routers, switches, firewalls), VPNs, and remote access technologies.
• Knowledge of IT security fundamentals (firewalls, encryption, antivirus solutions).
• Strong troubleshooting and analytical skills with an ability to resolve advanced technical issues.

 
Please note, candidates must have the right to work in Cayman without the need for a work permit as sponsorship will not be provided.