Information Technology Support Specialist

Responsibilities: • Resolving IT support requests from employees • Answering employee questions regarding computer systems • Gathering and analyzing data to diagnose problems with computer systems • Changing configurations, settings and permissions to fix computer issues • Generating sign ins for new hires during the onboarding process • Installing new software and hardware drivers and updating existing ones as needed • Updating employees on the status of their service requests • Logging all service requests and updating tickets as needed The ideal candidate will have • 2-3 years experience in a technical support role • Understanding of SIP, RTP, RTCP, and related • Provide basic/intermediate level analysis of SIP call flows, including problem isolation and resolution • Create structured testing/replication methodology and summary finding reports to support issue resolution. • Experience of using ticketing systems - JIRA, Remedy, ServiceNow, etc. • Excellent written and verbal communication skills • Flexible approach to work and problem-solving • The ability to work flexible hours including weekends to provide 24/7 team coverage • Excellent communication and customer service skills • Excellent telephone mannerisms • The ability to explain complex technical issues to non-technical staff • The ability to work proactively with little direct supervision • A commitment to continual professional development • A Team player • Hands-on experience with AWS/Azure and Kubernetes is a plus • Experience or knowledge of working in the ITIL framework Salary: 45000 Qualifications Education & Qualifications • Bachelor's Degree - Computer Science graduates