Hardware Support Specialist

Role Overview

This position is responsible for providing hands-on technical support across the organisation's end-user computing environment, ensuring that hardware, operating systems, and networked services operate reliably. The role matters because it directly impacts daily productivity: when systems falter, the rest of the business cannot move forward, so this engineer acts as the first line of defence and the resolver of complex technical issues. Beyond break-fix support, the job involves deploying systems at scale, maintaining patch levels, and supporting core infrastructure services like Active Directory and messaging platforms.

Key Responsibilities

• Install, configure, and troubleshoot end-user hardware including desktops, laptops, and peripheral devices, ensuring all equipment aligns with organisational standards.
• Manage mass deployment of operating systems and software images using cloning tools and system centre configuration manager (SCCM), including patch management and update rollouts.
• Support and maintain Windows and Unix-based operating systems, resolving boot failures, driver conflicts, and performance issues.
• Monitor and troubleshoot network services and protocols (e.g., DNS, DHCP, TCP/IP) to maintain seamless connectivity for users.
• Administer Active Directory Domain Services, including user accounts, group policies, and access permissions.
• Provide support for messaging and collaboration platforms (such as email and shared calendars), resolving delivery, sync, and access problems.
• Assist with database management systems, performing basic administration and troubleshooting connectivity or query issues.
• Document incidents, solutions, and system changes, and collaborate with other IT teams to escalate complex issues when necessary.

Requirements & Qualifications

• Bachelor's degree in IT or a related field.
• Professional certification in project management is an added advantage.
• Professional certification in MCSE or CompTIA A+ is required.
• A minimum of 2 years' work experience in the same or related role, including at least 2 years of hands-on experience with end-user hardware and peripherals.
• At least 1 year of experience with mass deployment and support solutions, including cloning, SCCM, and patch management.
• At least 2 years of experience with operating systems, specifically Windows and Unix.
• At least 1 year of experience with network services and protocols.
• At least 1 year of experience in internetworking technology (routers, switches, and related infrastructure).
• At least 1 year of experience with Active Directory Domain Services.
• Experience with messaging and collaboration platforms is desired.
• Experience with database management systems is desired.