<p>A proactive Technical Support Specialist provides timely technical assistance to end users and helps maintain IT systems. The role combines problem solving, clear communication and documentation to ensure minimal downtime. This position suits candidates who enjoy hands-on troubleshooting and delivering outstanding user support.</p>
<p>The Technical Support Specialist role focuses on resolving hardware and software issues, supporting users across desktops, laptops and mobile devices, and escalating complex faults as required. The specialist ensures service requests are logged, tracked and closed in line with service level agreements.</p>
<h2>Technical Support Specialist Job Profile</h2>
<p>The Technical Support Specialist supports the organisation by diagnosing technical issues, applying standard fixes and guiding users through solutions. They act as the first point of contact for IT incidents and service requests within the helpdesk or support centre.</p>
<p>Working closely with IT colleagues and other teams, the specialist documents recurring faults, contributes to knowledge base articles and helps to improve support processes. The role requires strong interpersonal skills and a methodical approach to problem-solving.</p>
<h2>Technical Support Specialist Job Description</h2>
<p>The Technical Support Specialist provides front-line technical assistance to internal or external customers by telephone, email, chat and remote access tools. Typical duties include diagnosing network connectivity problems, installing and configuring operating systems and applications, and performing routine maintenance tasks such as patching and antivirus checks. When incidents exceed prescribed thresholds, the specialist escalates to senior engineers or vendors while ensuring accurate incident histories are recorded.</p>
<p>They will triage incoming tickets, prioritise work in accordance with service level agreements, and follow established procedures to resolve common faults. The specialist is expected to produce clear, user-friendly instructions and to train users on basic IT practices to reduce repeat incidents. Regular reporting on support metrics, such as response and resolution times, forms part of the role to help the IT team analyse trends and plan improvements.</p>
<p>The role may require on-call duties, occasional out-of-hours work and collaboration with third-party suppliers. Candidates must show a commitment to continuous professional development, keeping pace with changes to platforms and security practices. A customer-focused attitude, patience and the ability to work under pressure are essential qualities for success.</p>
<h2>Technical Support Specialist Duties and Responsibilities</h2>
<ul>
<li>Respond to helpdesk tickets via phone, email and chat and log incidents accurately.</li>
<li>Triage and prioritise incidents based on business impact and urgency.</li>
<li>Diagnose and resolve hardware, software and network issues for desktops, laptops and mobile devices.</li>
<li>Install, configure and update operating systems and applications.</li>
<li>Use remote support tools to assist users and demonstrate step-by-step solutions.</li>
<li>Escalate complex incidents to senior engineers or vendors with full documentation.</li>
<li>Maintain and contribute to the support knowledge base and user guides.</li>
<li>Perform routine system checks, backups and patch management tasks.</li>
<li>Monitor and report on support metrics and service level performance.</li>
<li>Assist with onboarding and offboarding tasks, including account provisioning and access removal.</li>
</ul>
<h2>Technical Support Specialist Requirements and Qualifications</h2>
<ul>
<li>Minimum of 1 to 3 years of experience in a technical support or helpdesk role.</li>
<li>Good working knowledge of Windows and macOS environments; familiarity with mobile platforms is an advantage.</li>
<li>Understanding of TCP IP networking, DNS, DHCP and common network troubleshooting techniques.</li>
<li>Experience with remote support tools, ticketing systems and IT documentation practices.</li>
<li>Relevant certifications such as CompTIA A, Microsoft 365 Fundamentals or equivalent are desirable.</li>
<li>Strong verbal and written communication skills with a customer service orientation.</li>
<li>Ability to prioritise workload, work independently and as part of a team.</li>
<li>Attention to detail and methodical problem-solving skills.</li>
<li>Willingness to undertake occasional out-of-hours support and on-call rota.</li>
</ul>