Description

POSITION SUMMARY
We are seeking a rising, service-oriented, IT Support Specialist to provide technical support across our organization. This role combines traditional IT support responsibilities with a foundational understanding of business applications (ERP, CRM). The ideal candidate is hands-on, analytical, and able to assist both with day-to-day support issues and application-related tasks.
DUTIES & RESPONSIBILITIES

1. End‑User IT Support

• Provide first and second-level support for laptops, desktops, mobile devices, printers, and peripherals.
• Troubleshoot issues related to Windows (or MacOS), networking, Microsoft 365, and standard business applications.
• Manage incoming tickets, ensuring timely response and solution delivery.
• Perform hardware/software installation, configuration, updates, and maintenance.

1. Business Application Support (ERP, CRM)

• Provide user support for ERP and CRM systems, including navigation, user access, permissions, and workflow issues.
• Assist with investigating application errors, data conflicts, or process issues.
• Liaise with internal application specialists or external vendors when escalation is required.
• Support system testing, upgrades, and implementation of new features.

1. Data Extraction & Reporting

• Extract data from ERP systems using built‑in reporting tools, queries, or export functions.
• Build basic operational reports (e.g., sales, inventory, purchasing, production, finance) aligned with business needs.
• Support functional teams with data cleanup, validation, and reconciliation activities.
• Maintain documentation of report logic, data sources, and extraction procedures.

1. System Administration

• Maintain and manage user accounts in AD/Azure AD and other identity platforms.
• Support device management and deployment via tools such as Intune or similar.
• Ensure IT documentation (knowledge base, inventory, procedures) is accurate and up to date.
• Assist with IT asset lifecycle management and procurement.

1. Communication & Customer Service

• Deliver clear and friendly support to end users with varying levels of technical understanding.
• Provide informal training or guidance on IT tools, processes, and best practices.
• Support IT initiatives and continuous improvement efforts across departments.

KNOWLEDGE, SKILLS, AND ATTRIBUTES:
Required

• 2+ years of experience in IT support, service desk, or helpdesk roles.
• Strong troubleshooting skills in hardware, operating systems, networks, and common business software.
• Basic understanding of ERP and CRM systems, including user support and workflow awareness.
• Ability to extract data and create simple reports from ERP systems.
• Familiarity with ticketing systems and IT support processes.
• Strong communication and customer‑service orientation.

Preferred

• Experience with Microsoft Dynamics, SAP, or similar ERP systems.
• Basic knowledge of reporting tools (e.g., SQL queries, Power BI, Excel PivotTables).
• Understanding of business processes such as finance, supply chain, operations, or sales, or strong willing to learn
• Exposure to ITIL service management principles.
• Experience with identity and device management platforms (AD, Azure AD, Intune)

Key Skills

Education

Any Graduate