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Information Technology Support Specialist

June 5, 2026

Provide a single point of contact to the organization for information technology related problems. Assist business customers with telephone, email or trouble ticket enquiries to resolve or escalate IT systems issues and problems. Provide support and incident management and client communications for IT systems faults and service requests. Responsibilities:▪ Provide first line support for any information technology issues and problems.▪ Help by phone, email and/or using a ticket management system.▪ Track issues to resolution.▪ Update the internal knowledgebase with issue resolution details.▪ Track user account creation, changes and deletions.▪ Perform password resets and re-certify tokens.▪ Support computers, laptops, tablets, smart phones and applications.▪ Monitor and escalate alerts from antivirus systems.▪ Monitor backup system alerts and escalate errors.▪ Maintain user accounts including rights, permissions and systems groups.▪ Manage critical incidents.▪ Escalate problems as required to Tier 2 and Tier 3 support teams.▪ Quickly and accurately determine incident scope and impact.▪ Follow up on tickets at pre-defined intervals until resolved.▪ Act as a liaison between customers and technical escalation teams. Qualifications:<ul><li>Self-Motivated</li><li>Proven ability to work cooperatively as part of a team.</li><li>Proven ability to work in a busy environment.</li><li>Aware of quality management systems</li></ul> Proficient In:<ul><li>MS Windows 10</li><li>MS Office</li><li>MS Outlook</li><li>MS Exchange Administration</li><li>Asset Inventory Management Software</li><li>Active Directory</li><li>Help desk/ticketing software.</li></ul> EQUAL OPPORTUNITY EMPLOYER:Surge is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, national origin, veteran status, genetic information, or any other status protected by law. Surge is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...