IT Support Specialist

As an IT Support Specialist at TERNA ENERGY, your primary responsibilities will include providing end-user hardware and software support, monitoring system and network status, and using troubleshooting skills to resolve issues. You'll handle requests through the Helpdesk Portal and communicate with hardware and service providers as part of the IT procurement process.

To qualify for the IT Support Specialist position at TERNA ENERGY, you should have a degree in Computer Engineering, Computer Science, or a similar field. Additionally, solid knowledge of Windows configuration, administration, and the Office 365 platform, along with a basic understanding of LAN and WAN networking, is essential.

Success as an IT Support Specialist at TERNA ENERGY hinges on strong analytical and problem-solving abilities, as well as the desire to learn and share knowledge with others. Being a responsible and accountable worker who communicates effectively with both IT management and end-users is also vital.

At TERNA ENERGY, the Helpdesk Portal is designed to streamline communication between end-users and IT support. As an IT Support Specialist, you will be responsible for following up on requests submitted through this portal, ensuring timely responses and effective solutions to user issues.

A new IT Support Specialist at TERNA ENERGY can expect a collaborative team environment. You will work both as an individual contributor and as part of a team to tackle IT challenges, fostering a culture of knowledge-sharing and support among colleagues.

When answering this question, structure your response by outlining the steps you take during troubleshooting, including identifying the problem, researching potential solutions, and testing. Highlight your analytical skills and the importance of documenting your findings.

Explain your approach to prioritizing support requests based on factors such as urgency and impact on business operations. Mention any tools you might use for tracking requests and how communication with users aids in establishing priorities.

Provide specific examples of your past experiences working with Windows configuration, administration, and Office 365. Highlight any specific challenges you faced and how you resolved them effectively to showcase your expertise.

Discuss the strategies you employ to keep users updated about their requests, such as regular status updates and clear explanations. Emphasize the importance of active listening and empathy in ensuring users feel heard and valued.

Diving into a specific complex problem you've encountered will allow you to demonstrate your problem-solving skills. Describe the situation, what steps you took to analyze and solve the problem, and the positive outcome.

Share your strategies for staying informed about the latest IT developments, whether it’s through online courses, industry publications, or networking. Emphasize your commitment to ongoing learning in your professional role.

Discuss any monitoring tools you have experience with, explaining why they are effective. This will show the interviewer you are knowledgeable about necessary technology and are familiar with industry standards.

Explain your protocol for escalating issues to second-level support or other departments. Emphasize the importance of ensuring users are informed throughout this process so they feel supported despite delays.

Discuss how an IT Support Specialist is vital for maintaining productivity across the organization and enabling employees to effectively use technology. Highlight the strategic role of IT in supporting business objectives.

In your response, illustrate your teamwork in resolving a technical challenge. Detail your role in the collaboration and what you learned about working with colleagues to achieve a common goal.