We are looking for an IT Support Specialist to join our team and ensure the smooth operation of our IT infrastructure and end-user services. In this role, you'll provide technical support across hardware, software, networking, security, and communication systems, ensuring a reliable and high-quality support experience for employees across the organization.
Responsibilities
IT Support & Troubleshooting

• Provide first-level technical support for Windows and macOS, including hardware (PCs, laptops, printers, and peripherals), software installations, operating system errors, and application issues.
• Provide basic support for network infrastructure, including switches, patch panels, and structured cabling.
• Troubleshoot LAN, Wi-Fi, TCP/IP, DNS, DHCP, and VPN connectivity issues.
• Support and maintain network equipment, including MikroTik devices, HPE and Dell servers, and NAS and other storage systems.
• Troubleshoot email (Microsoft Outlook/Exchange) configuration and connectivity issues, and VoIP systems.
• Monitor and maintain antivirus software to ensure systems remain protected and up to date.
• Manage and prioritize support requests through IT ticketing systems.
• Document recurring issues and resolutions to maintain the internal knowledge base.

Fortinet & VPN Support

• Troubleshoot FortiClient and SSL-VPN connection issues, including authentication failures, TLS and certificate errors, and operating system or client version compatibility issues.
• Verify routing, connectivity, and user access to internal servers and subnets after VPN connections are established.

Microsoft Exchange & Outlook Support

• Configure and troubleshoot Outlook profiles, connectivity, and authentication issues.
• Rebuild Outlook data files (.OST) when required.
• Diagnose Autodiscover and email synchronization issues using relevant diagnostic tools.
• Manage mailbox quotas, email archiving, Shared Mailbox permissions, and Calendar Delegation.
• Perform message tracking to investigate email delivery failures, spam filtering, blocked messages, and NDR/bounce errors.

What We're Looking For

• 1 year of relevant experience in IT Help Desk, IT Support, or a related role.
• Previous experience supporting a medium-sized or large organization with more than 50 employees.
• Strong knowledge of Windows 10 and Windows 11 configuration and troubleshooting.
• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, LAN, and Wi-Fi.
• Experience with ticketing platforms such as Jira Service Management, OTRS, or similar Service Desk tools.
• Familiarity with Microsoft Exchange, Outlook administration, PAP, and email configuration and troubleshooting.
• Ability to read English technical documentation and independently research solutions using international resources.
• Basic understanding of information security principles, including password security, antivirus updates, endpoint protection, and access control.