The Junior Technology Support Specialist provides first-line technical support to end users by resolving hardware, software, network, and IT-related issues. The role ensures that all IT systems, devices, and applications are operational while delivering excellent service and supporting the daily operations of the business.

-This position will be based at our Head Office in Bagatelle for the Restaurant Cluster.

• Provide advanced troubleshooting and resolution of hardware, software, and network issues.                                                                     
• Provide second and third-tier support for escalated issues from junior staff.               
• Support and mentor junior IT support staff, providing guidance and training as needed.                     
• Coordinate with other IT team members to manage workload and ensure efficient operation of IT services.                                                      
• Respond to and resolve IT support tickets in a timely manner, ensuring high customer satisfaction.                                         
• Diagnose and resolve complex hardware, software, and network issues.                                
• Configure user accounts, email accounts, and access permissions according to company policies and security protocols.                            
• Maintain and troubleshoot network connectivity issues, including LAN, WAN, Wi-Fi, and VPN.                                                             
• Perform routine maintenance and updates to ensure optimal performance of IT systems.                                                                      
• Collaborate with vendors and third-party service providers to resolve complex technical issues and escalate unresolved problems when necessary. 
• Develop and maintain an internal knowledge base for common issues and solutions.                                                             
• Move to different BUs (Business Outlets) to provide physical support where necessary.                                                                 
• Maintain a professional and courteous demeanor while interacting with users.                                                      
• Stay abreast of industry trends, emerging technologies, and best practices.                                                        
• Maintain accurate records of hardware and software inventory, including serial numbers, license keys, and warranty information.                                                             
• Participate in team meetings, knowledge-sharing sessions, and training programs to stay informed about new technologies and best practices.        
• Foster a culture of continuous learning and IT literacy within the organisation by promoting self-service resources and online training opportunities.     
• Stay abreast of industry trends, emerging technologies, and best practices.                                                       
• Escalate unresolved issues to senior IT staff when required.
• Provide first-level technical support to employees via phone, email, remote support, and onsite visits.

• Certificate or Diploma in Information Technology, Computer Science, or equivalent.                                                    
• Certifications in relevant certifications like CompTIA Network+, CCNA, or Azure Administrator.
• At least 2 years of experience in network and system support.
• Knowledge in Computer hardware, Networks (devices and routing), Internet, Peripherals
• Troubleshooting abilities.
• Familiarity with monitoring tools and backup procedures.
• Strong communication skills for collaboration and user interaction.