Job Title: Technical Service Specialist "> The Service Desk is a key function responsible for managing service requests and incidents, collecting, recording, and resolving technical issues at the Tier 1 level. It also monitors the corporate ICT infrastructure and supports various IT processes including Major Incident, Problem, Change, and Configuration Management. "> As a Technical Service Specialist, you will work on a rotation basis to cover 24x7 operations, including holidays, nights, and weekends. You will be responsible for: - Managing support requests, incidents, and event-generated incidents in the ticketing system. - Analyzing and resolving incidents according to established procedures. - Escalating incidents when necessary and employing measures to prevent reoccurrence. - Managing support requests until closure. - Monitoring ICT infrastructure with various technologies. - Assisting in informing customers of outages, known errors, and resolution progress. - Helping develop or improve technical service policies and documentation. - Updating the technical information database, Service Desk knowledge base, workflow, and procedures. - Creating technical documentation or user manuals as needed. - Assisting the Change Manager or CMDB owner with change coordination and updates. - Performing other duties as required. "> Required Qualifications & Experience: - At least 2 years of experience in a Service Desk environment supporting customers. - Knowledge of ticketing tools. - Experience with Incident and Request Management and escalation. - Knowledge of operational monitoring tools. - Skills in alert troubleshooting and ticket escalation. - User creation and administration, including security groups, distribution lists, service accounts, and mailbox management. - User administration and licensed software assignment. - Experience with Virtual Machine builds, modifications, and snapshots. - Familiarity with Symantec VIP or MFA software administration. - Basic knowledge of DHCP & DNS management. - Experience with backup and restore tools. - Managing certificate creation and renewal. - Server troubleshooting and command line skills. - Scripting skills. - Fluency in English (verbal and written). - ITIL V.4 Foundation certification.