D2B is looking for an IT Support Specialist to provide technical support across hardware, software, networks, and cloud environments, ensuring smooth day-to-day operations for clients. You will play a dual role, handling first-line troubleshooting and routine tasks as Level 1, while also managing more complex issues and deeper infrastructure support as Level 2.

What You'll Do

Provide daily support for client systems including desktops, servers, applications, networks, and cloud services.
Diagnose and resolve technical issues; escalate complex incidents when required.
Maintain strong customer focus by ensuring timely, accurate, and effective resolutions.
Perform proactive tasks such as monitoring, patching, updates, and performance optimisation.
Support private-cloud and hybrid-cloud infrastructure alongside the internal support team.
Communicate clearly with clients to understand issues, provide updates, and set expectations.
Deliver high-quality service that aligns with client needs and technical standards.
Contribute to knowledge base articles, troubleshooting guides, and internal documentation.
Participate in ongoing improvements to support processes and workflows.
As Level 1: Handle first-line support, basic troubleshooting, and ticket triage. Escalate complex issues to Level 2.
As Level 2: Manage complex incidents, root-cause diagnosis, and advanced troubleshooting. Support infrastructure-level tasks and provide escalation support for Level 1.
Participate in on-call rotation and provide after-hours support when required.

What We're Looking For

2–4+ years of experience in IT support, service desk, or infrastructure roles.
Strong knowledge of Windows/Mac desktop support.
Strong knowledge of basic server administration.
Strong knowledge of network fundamentals (TCP/IP, DNS, DHCP).
Strong knowledge of Active Directory, Group Policy.
Strong knowledge of Microsoft 365 or equivalent cloud platforms.
Strong analytical and problem-solving skills with a 'get things done' mindset.
Excellent verbal and written communication skills.
Ability to multitask in a dynamic, fast-paced environment.
Customer-focused approach with a desire to improve user experience.
Continuous learner with passion for new technologies and modern infrastructure.