IT Support Specialist

Job Overview:

We are seeking a highly motivated and customer-focused IT Support Specialist to provide onsite technical support for both staff and clients. This role involves hands-on troubleshooting of hardware (laptops, desktops, NUCs, and peripherals), preparing and deploying IT equipment, and providing general IT assistance. The ideal candidate will also have strong experience in network troubleshooting, specifically with Cisco Meraki solutions (including VLANs, Group Policies, and SD WAN configurations), and working knowledge preferably of Zoho Desk Ticketing System and Zoho CRM or experience with any other ticketing system is highly desirable.

Key Responsibilities:

Onsite IT Support (Staff & Clients):

• Provide onsite IT support to internal staff and visiting clients.
• Serve as the first point of contact for hardware and peripheral issues.
• Troubleshoot and resolve issues related to:
• Laptops, desktops, and NUCs.
• Printers, docking stations, monitors, and other peripherals.
• Assist in preparing, deploying, and maintaining company hardware and peripherals.
• Support onboarding and offboarding of staff by setting up IT equipment.

Hardware & Software Troubleshooting:

• Diagnose and resolve hardware-related problems.
• Perform installations, upgrades, and configurations of operating systems and software.
• Maintain asset inventory for hardware and peripherals.

Networking Support:

• Perform basic and advanced network troubleshooting (wired & wireless networks).
• Support and manage Cisco Meraki devices, including:
• VLAN configurations.
• Group Policies setup.
• SD-WAN troubleshooting and monitoring.
• Liaise with network teams or vendors for escalations, as required.

General IT Assistance & Applications Support:

• Provide general IT support for productivity tools (e.g., Microsoft 365, Teams, Zoom, Zoho).
• Assist with password resets, account issues, and basic user requests.
• Support IT operations using Zoho Desk Ticketing System for ticket management and escalation.
• Provide basic assistance with Zoho CRM related to user access, integrations, and issue troubleshooting.
• Assist in IT documentation and process improvements.

Required Qualifications & Skills:

• Proven experience in an onsite IT support role (staff & clients).
• Hands-on experience with hardware troubleshooting (laptops, desktops, NUCs, peripherals).
• Solid understanding of networking concepts and troubleshooting.
• Experience with Cisco Meraki products (Firewall, VLANs, Group Policies, SD-WAN).
• Familiarity with Zoho Desk Ticketing System and Zoho CRM.
• Proficiency with Windows OS, Microsoft 365, and common office software.
• Ability to work independently and prioritize tasks effectively.
• Strong interpersonal and communication skills.

Preferred Qualifications (Nice to Have):

• IT certifications (CompTIA A , etc.).
• Experience with additional Zoho applications or integrations.
• Familiarity with ticketing systems beyond Zoho Desk (e.g., Jira, ServiceNow).

Work Environment:

• Primarily onsite role with occasional remote coordination.

Most of the work will be done onsite (at the office or client location), meaning youre physically present to assist with IT needs.

Sometimes, you may need to coordinate or support tasks remotely (for example, through remote desktop tools, calls, or emails),

• May involve lifting, moving, or installing hardware.

You might need to carry or move IT equipment (such as laptops, desktops, monitors, printers, or network devices).

You'll also be expected to set up and install hardware, which may require manual work.

• Standard working hours are 8:00 AM to 5:00 PM, but these may change based on operational needs or project requirements.