IT Support Specialist – Hardware, Software & Networking
About the Role
A structured technical support opportunity focused on diagnosing complex hardware, software, operating system, and networking issues while contributing domain expertise to an AI-focused technical project. The work uses real-world support knowledge to improve technical workflows and training inputs.
This opportunity is ideal for experienced Tier 2/3 IT support professionals who can troubleshoot independently, document solutions precisely, and communicate technical concepts clearly. No prior AI experience is required.
The work involves resolving technical issues across Windows, macOS, and Linux environments, troubleshooting TCP/IP, VPN, and DNS connectivity, and recording outcomes in ticketing systems, where technical accuracy and clear documentation are critical.
What You'll Do
- Diagnose and resolve hardware, software, and networking issues using established troubleshooting practices
- Troubleshoot Windows, macOS, and Linux operating system issues
- Analyze TCP/IP, VPN, and DNS connectivity problems
- Document troubleshooting steps, resolutions, and user interactions in ticket management systems
- Provide clear technical explanations through written and verbal communication
- Identify recurring support issues and technical patterns
- Recommend workflow and process improvements based on support observations
- Contribute practical technical insights to project workflows and training data quality
- Prioritize tasks independently and maintain consistent documentation standards
Requirements
- 3+ years of proven Tier 2/3 IT support experience
- Strong hardware and software troubleshooting skills across multiple platforms
- Solid understanding of TCP/IP networking concepts
- Practical experience troubleshooting VPN and DNS issues
- Proficiency with ticket management systems
- Strong technical documentation and record-keeping skills
- Clear written and verbal communication with the ability to explain technical issues to non-technical users
- Ability to work independently and prioritize technical tasks
- CompTIA A+, Network+, or ITIL certification preferred
- Experience identifying recurring technical issues and recommending process improvements preferred