We are seeking a customer-focused Service Desk Specialist to provide remote and on-site IT support across our store locations, ensuring reliable IT equipment, network connectivity, and daily operations.

Main Responsibilities:

• Provide first-line technical support to users via phone, email, and the ticketing system
• Diagnose and resolve hardware, software, peripheral, and network issues promptly; escalate unresolved cases
• Record issues and resolutions, maintain technical documentation and the service catalog, and recommend process improvements
• Conduct periodic and as-needed store visits for troubleshooting, maintenance, and IT support
• Configure, maintain, and troubleshoot routers, switches, and wireless access points
• Coordinate with ISPs and internal teams to resolve internet, connectivity, and IT infrastructure issues

Main Requirements

• Strong hardware, software, and peripheral troubleshooting skills, including complex issues, through remote and on-site support
• Familiarity with Active Directory administration, including user creation/removal, password resets, account unlocks, OUs, and group memberships
• Solid understanding of TCP/IP, IP addressing, subnetting, routing, DHCP, DNS, NAT, and network troubleshooting
• Hands-on experience with network equipment, including basic configuration, routing, firewall rules, and connectivity troubleshooting
• Strong problem-solving, communication, and customer service skills, with accurate ticket tracking
• Willingness and ability to travel between store locations, including other cities when required