About this role
The IT & Customer Service Specialist provides technical support across hardware, software, and networking while delivering strong customer service. The role also manages IT systems and supports incident and service request workflows using help desk platforms.
Key Responsibilities
- Provide technical support for hardware, software, and network issues
- Manage hardware, peripherals, and software installations
- Support networking tasks including LAN setup, VPN access, and firewall configuration
- Assist users with help desk requests using ServiceNow, Jira, or BMC Remedy
- Maintain IT infrastructure components such as servers, switches, and routers
Technical Overview
You will troubleshoot user devices and operating systems (Windows, macOS, and Linux) and support networking tasks such as LAN setup, VPN access, and firewall configuration. The position uses ticketing tools including ServiceNow, Jira, or BMC Remedy to track incidents and service requests, and supports core infrastructure components like servers, switches, and routers.
Ideal Candidate
The ideal candidate is an entry-level IT support professional with hands-on experience troubleshooting Windows, macOS, and Linux environments while providing strong customer service. They should have practical networking knowledge (LAN, VPN, firewalls) and be able to manage incidents and service requests using ticketing tools like ServiceNow or Jira.
Must-Have Skills
Proven experience in IT support roles with a focus on technical troubleshooting and customer service excellenceStrong knowledge of computer management systems including WindowsmacOSLinux operating systemsHands-on experience with computer networking concepts such as LAN/WAN setupVPNsfirewallsand network security protocolsExperience using help desk platforms like ServiceNow or Jira for incident managementExcellent communication skills to explain technical issues clearly to non-technical users
Tools & Platforms
ServiceNowJiraBMC RemedyMicrosoft Office Suite
Required Skills
Technical supporthardware troubleshootingsoftware troubleshootingnetwork troubleshootingWindowsmacOSLinux operating systemscomputer hardware and peripheralssoftware installationsLAN setupVPN accessfirewall configurationnetwork security measureshelp desk requestsServiceNowJiraBMC Remedyincident managementservice requestsserversswitchesroutersdesktop supportMicrosoft Office Suitecommunication with non-technical users
Hard Skills
technical supporthardware troubleshootingsoftware troubleshootingnetwork issues troubleshootingoperating systemsWindowsmacOSLinux operating systemscomputer hardwareperipheralssoftware installationscomputer networkingLAN setupVPN accessfirewall configurationnetwork security measureshelp desk requestsincident managementservice requestsServiceNowJiraBMC RemedyIT infrastructure maintenanceserversswitchesroutersdesktop supportoperating system issues resolutionsoftware troubleshootinghardware malfunctions troubleshootingMicrosoft Office Suitecomputer management systems
Soft Skills
communicate effectively with team members and customersexcellent communication skills to explain technical issues to non-technical usersattention to detailability to work independently or as part of a teamcustomer service excellencediagnose problems accurately
Keywords for Your Resume
IT & Customer Service Specialisttechnical supporthardwaresoftwarenetwork issuesWindowsmacOSLinuxLAN setupVPN accessfirewall configurationnetwork securityhelp desk requestsServiceNowJiraBMC Remedyincident managementservice requestsserversswitchesroutersdesktop supportMicrosoft Office Suitecustomer serviceService Deskcomputer management systemsIT supporttechnical troubleshootingLANVPNfirewall
Deal Breakers
Proven experience in IT support roles with technical troubleshooting and customer service excellence, Strong knowledge of Windows, macOS, and Linux, Hands-on networking experience with LAN/WAN, VPNs, and firewalls, Experience using ServiceNow or Jira for incident management
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