Bilingual IT Support Specialist

IT Support Specialist
Job Description: The IT Support Specialist is an on‑site Tier 1 / Tier 1.5 support role responsible for delivering hands‑on, user‑focused technical support to office staff. This position goes beyond ticket intake and focuses on active problem solving, real‑time user assistance, and end‑to‑end resolution whenever possible. The role supports desktops, Microsoft 365 applications, SaaS systems, user access, and basic network connectivity, ensuring users are fully operational before escalating to Tier 2 or third‑party vendors when needed. All work is logged and tracked through the company’s IT service management system.

Responsibilities
End User Support & Troubleshooting
Provide hands on technical support for end users via phone, screen sharing, and in person assistance.
Diagnose, troubleshoot, and resolve issues related to desktop applications, SaaS platforms, and Microsoft 365 tools, exhausting troubleshooting options before escalation.
Support users in a high interrupt environment, requiring frequent follow ups and proactive communication.
Ensure users clearly understand the issue, the resolution, and what is being actively worked on.
Incident & Ticket Management
Log, prioritize, track, and resolve incidents and service requests using FreshService/FreshDesk or a similar ticketing system.
Actively own tickets from start to resolution, including follow up and chasing input when required.
Focus on problem resolution rather than ticket volume, with escalation to Tier 2 only after thorough troubleshooting.
Systems, Devices & Applications
Install, configure, maintain, and inventory workstations, peripherals, and desktop applications.
Support core Microsoft 365 tools, including:
Outlook
Excel
Word
PowerPoint
Microsoft Teams
OneDrive
Support access to SaaS applications, including troubleshooting login and usage issues.
Identity, Access & Security Support
Assist users with Azure AD / Entra ID activities, including:
Password resets
MFA enrollment and troubleshooting
User and group access changes
Support users through security requirements in an educational and adaptive manner, helping them comply rather than enforcing rigid controls.
Monitor systems and devices to ensure compliance with internal security standards.
Network & Connectivity (Basic)
Provide basic troubleshooting for Wi Fi, VPN, DNS, and DHCP issues.
Assist with configuration and troubleshooting of Asus routers following documented standards.
Escalation & Collaboration
Escalate complex issues to Tier 2 support when required.
Coordinate with third party vendors only after internal troubleshooting steps are exhausted.
Additional Responsibilities
Participate in team meetings, training sessions, and knowledge sharing activities.
Adhere to all company policies, procedures, and applicable regulations.
Participate in after hours, urgent on call support as assigned (company phone provided; on call handled remotely).

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