IT Support Specialist

2 weeks ago

Islamabad, Islamabad, Pakistan St Trinity Property Group Full time

About the Role: The IT Support Specialist is responsible for supporting the organization's IT landscape from a systems and integrations perspective. Operating remotely, this role focuses on application troubleshooting, API integrations, automation workflows, and user support.

Key Responsibilities:

  1. Remote Systems Support & Maintenance:
    Resolve support tickets related to software applications, system performance, and security updates.
    Manage and maintain user accounts, permissions, and access controls across various platforms, including Google Workspace and Microsoft 365.
  2. Application Integrations & Automation:
    Develop and manage API integrations between business tools (CRM, telephony, scheduling apps) to streamline workflows.
    Leverage automation platforms like Make.com and Zapier for process optimization and data synchronization.
    Integrate AI-driven productivity solutions (e.g., Avoma, Fireflies.ai) and ensure compatibility with existing systems.
  3. User Onboarding, Training & Documentation:
    Provide remote onboarding support, ensuring users have the necessary credentials, system access, and security training.
    Create and maintain user guides, FAQs, and internal knowledge bases to facilitate self-service support and ongoing learning.
  4. Tool & Platform Administration:
    Configure and support telephony solutions (RingCentral, Aircall), scheduling tools (Calendly, Acuity), and CRMs (Zoho).
    Assist with the adoption and integration of tools like GoHighLevel and web-based platforms, applying basic web development knowledge when required.
    Coordinate with the onsite IT team to ensure consistency in processes, standards, and user experiences.
    Communicate effectively with internal stakeholders to gather requirements, provide updates, and address concerns related to IT systems and integrations.
  5. Project & Task Management:
    Utilize agile methodologies and sprint-based task management to plan, prioritize, and complete IT projects.
    Continuously review and refine IT processes to improve efficiency, reliability, and user satisfaction.

Requirements:

  1. Associate's or Bachelor's degree in IT, Computer Science, or a related field.
  2. 2+ years of relevant IT experience.
  3. Familiarity with operating systems (Windows, macOS) and productivity suites (Google Workspace, Microsoft 365).
  4. Experience with CRM platforms (e.g., Zoho) and telephony systems.
  5. Familiarity with integration platforms (Make.com, Zapier) and basic understanding of APIs.
  6. Strong communication, problem-solving, and organizational skills.
  7. Basic web development skills (HTML/CSS/JS) considered a plus.
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