Senior IT Specialist

Main Responsibilities:

• Lead a Team. Operate and supervise a team responsible for IT technical support and operations.
• Technical Support Management. Track and optimize ticket lifecycles by measuring resolution speed, quality, and delays, while ensuring strict escalation and follow-through for unresolved issues.
• Documentation and Process Improvement. Standardize routine tasks and carefully manage custom requests.
• Inventory and Asset Management. Manage IT inventory and replenishment requirements.
• Work Planning and Ownership. Break down work into clear deliverables, assign realistic priorities and completion targets, monitor progress, and proactively drive stalled tasks through completion.
• Operational Knowledge and Escalation. Maintain sufficient working knowledge of day-to-day IT activities to become the primary resource and escalation point for technical issues, unusual requests, and operational concerns.
• Team Development. Coach, guide, and cross-train staff to improve capability, efficiency, accountability, and continuity of operations.
• Quality and Continuity. Ensure delegated work is completed correctly and completely, and reduce dependency on any single team member through documentation and knowledge sharing.

Skills Required:

• Problem-solving and analytical thinking
• Technical knowledge and decision-making
• Team coordination, leadership, supervision and support
• Task delegation and workload management
• Communication and technical explanation
• Initiative and proactiveness
• Adaptability and continuous learning
• Hands-on Technical Skills

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field.
• Relevant IT certifications are an advantage.
• With at least 3–5 years of hands-on experience in IT technical support.
• Has at least 1–2 years of experience in a team lead, supervisory, or similar leadership role.
• Expert in managing IT support operations, troubleshooting, and resolving technical issues.
• Experience in team development, documentation, process improvement, and IT support management are highly preferred.

Job Type: Full-time

Benefits:

• Company Christmas gift
• Employee discount
• Health insurance
• Life insurance
• Promotion to permanent employee

Education:

• Bachelor's (Required)

Work Location: In person