About the job
We are seeking a dedicated IT Support Specialist to join our client's team in Belfast. The successful candidate will provide efficient and positive hardware and software support both remotely and on-site, acting as the first point of contact for all IT incidents and requests. This role requires excellent troubleshooting skills, thorough documentation, and the ability to handle multiple technical environments. Key Responsibilities: Deliver prompt and effective hardware and software support both remotely and on-site. Serve as the initial contact for IT incidents, requests, and inquiries via phone, email, IT portal, and ServiceNow. Manage and resolve IT tickets from the Belfast office, ensuring timely and professional support. Accurately record all incoming and outgoing tickets in ServiceNow upon receipt. Perform thorough troubleshooting using diagnostic techniques and document all actions and outcomes in the ticket system. Determine and implement the best solutions based on provided details and ServiceNow knowledge articles. Stay informed about ongoing issues and associated workarounds. Conduct IT-specific daily operational tasks as assigned. Continuously monitor the ServiceNow ticket queue, proactively managing new and updated tickets. Provide customers with regular updates, ensuring they are informed of the status and progress of their issues. Adhere to all documented processes, procedures, IT knowledge articles, company policies, and IT security requirements. Maintain effective communication with colleagues and IT contacts, sharing knowledge and current IT situations. Ensure access to necessary applications and services for role success. Assist with ad-hoc IT support and project work as assigned. Share knowledge and ideas to improve IT skills and awareness within the team. Liaise with vendors and suppliers when necessary. Qualifications, Skills, and Experience: Solid educational background. Minimum of 1-year experience in a large professional services environment (e.g., Law, Banking, Consulting, or Accounting). Experience in supporting multiple production environments. Up-to-date knowledge of hardware, software, servers, networking, infrastructure, firewall configuration, and administrative technical troubleshooting. Proficiency in investigating and analyzing Windows 10, Worksite/Filesite 9.3 and above, Microsoft Office 365, Expert, Interaction, Symantec Enterprise Vault, CompareDocs, AirWatch, Intune, BigHand. Experience in working with Azure/Hybrid environments. Familiarity with WIN 10, Surface Pro, monitors, printers, and BYOD support. Strong skills in Microsoft Office Application support, particularly Outlook and Windows 10/365. Experience with M365, OneDrive, SharePoint, MS Teams. Solid understanding of communication tools (iPhone, MS Teams, email) and system issues. ITIL Foundation Certification is an advantage; must understand ITIL best practices and be able to follow ITIL processes. Confidence and experience in remote support investigation and implementing known solutions. Experience in managing major incident escalations and coordinating with support teams. For more information, please contact Alice Armstrong at Hayward Hawk. Skills: Service desk M365 Azure InTune
