IT Support Specialist

As we continue to expand, we are opening a new office in Tunis to support our teams across various functions. The IT Support Specialist will provide technical assistance to employees, addressing a range of Level 1 and some Level 2 IT support issues. This role involves troubleshooting hardware, software, and network issues via a ticketing system, as well as providing in-person and remote support. As a key part of the global IT support team, you’ll contribute to a smooth and efficient support process, utilizing our core technologies such as Microsoft Office 365, Intune, MS Defender, and TeamViewer. 

Key Responsibilities: 

• Respond to and resolve technical support requests from users, ensuring excellent service and timely responses. 

• Diagnose and troubleshoot hardware and software issues on devices such as Lenovo laptops, MacBooks, iPhones, and Samsung Android phones. 

• Manage tickets in the Jira service desk system, escalating issues to higher support levels as needed. 

• Support end-users both remotely and on-site, providing guidance on the use of Microsoft Office 365, MS Defender, and other enterprise applications. 

• Assist with configuration and deployment of user devices, leveraging tools like Intune, Jamf (for Macs), and Snipe-IT for asset management. 

• Perform basic network troubleshooting and support, including the use of Meraki equipment and configurations. 

• Assist in setting up and troubleshooting meeting room equipment, TVs, and other audio/visual technology. 

• Maintain the local IT inventory and hardware stock 

• Prepare hardware for new onboarding and refresh returned hardware.