IT Support Specialist
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Job Description
IT Support Specialist providing tier I and II support in Insurtech company. Focused on Microsoft 365 solutions and user account management with excellent customer service.
Responsibilities:
- Serve as the first point of contact for employee support requests, providing friendly and timely Tier I and Tier II assistance via our JIRA ticketing system.
- Troubleshoot and resolve common issues across Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and other SaaS applications.
- Set up and manage user accounts, including provisioning, password resets, and access requests.
- Escalate complex issues to senior team members with clear documentation of the problem and steps already taken.
- Track, prioritize, and follow up on tickets to ensure issues are resolved and users are kept informed.
- Assist with onboarding and offboarding tasks, such as account creation, software setup, access removal, and device management.
- Document common issues and solutions to help build out our internal knowledge base.
- Stay curious — research solutions independently and grow your technical skills over time.
Requirements:
- 1–2 years of experience in IT support, help desk, or a customer-facing technical role (internships and relevant coursework count).
- Familiarity with Microsoft 365 environments and common SaaS applications.
- Comfortability in setting up user accounts and walking end-users through technical solutions.
- Strong problem-solving and troubleshooting instincts.
- Excellent interpersonal and communication skills, with patience and a customer-first attitude.
- Self-motivated and able to manage multiple requests while working both independently and as part of a team.
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