Job Description

Job Summary Purpose of the Role:
The purpose of this role is to provide reliable and efficient IT support to end-users by delivering first- and second-line technical assistance, maintaining desktop systems and network infrastructure, and ensuring the availability, security, and performance of IT assets. The role supports business operations through timely issue resolution, user account management, system maintenance, asset control, and collaboration with senior IT staff to uphold IT standards and best practices.
Key Responsibilities:
Desktop & End-User Support.

• Provide first- and second-line technical support for desktops, laptops, printers, mobile devices, and peripherals (in-person, remote, and telephonic support).
• Install, configure, and maintain operating systems (Windows 10/11, macOS) and standard enterprise applications (e.g., Microsoft Office Suite, Adobe, company-specific software).
• Troubleshoot and resolve hardware and software issues for all end-users.
• Manage user accounts, passwords, and permissions within environments such as Microsoft 365 and Active Directory.
• Respond to and prioritize IT support requests, ensuring timely and efficient resolution using a ticketing system (e.g., Freshdesk).
• Set up new workstations, including hardware/software configuration, and ensure compliance with IT policies.
• Perform routine maintenance, updates, and patching on end-user devices and IT infrastructure, including updating software and firmware.
• Conduct training for employees on new technologies and IT best practices.

Network & Infrastructure Support.

• Assist with monitoring and maintaining the LAN/WAN infrastructure and CCTV networks.
• Troubleshoot network connectivity issues (Wi-Fi, switches, cabling, VPN, firewalls, network protocols).
• Support network equipment upgrades, installations, and maintenance, and assist with documenting the network architecture.
• Assist in maintaining network security, including antivirus, endpoint protection, and access controls.
• Collaborate with senior IT staff on complex network configuration tasks and troubleshooting escalations.
• Asset Management & Documentation.
• Maintain a detailed and accurate inventory of hardware, software, and IT assets (IT asset control and procurement assistance).
• Document all support interactions and resolutions for future reference and knowledge sharing.

Minimum Requirements: Personal Attributes:

• IT-related qualification or certification is essential (e.g., CompTIA A+, CompTIA N+).
• Certifications such as MCSE/MCSA, CCNA are a distinct advantage.
• Valid driver's license
• Minimum 1-3 years' experience (3 years preferred) in IT support, help desk, or technical troubleshooting, preferably in a corporate or enterprise setting.
• Strong competency and experience with:
• Desktop operating systems (Windows 10/11, macOS).
• Productivity software (Microsoft Office Suite, Adobe, etc.).
• Active Directory, Microsoft 365, and cloud-based applications.
• Network protocols, hardware, and software troubleshooting.
• Basic knowledge of networking fundamentals (TCP/IP, DHCP, DNS, VLANs) and familiarity with switches, routers, Wi-Fi, and network cabling.
• Basic knowledge of database management and security principles is an advantage.
• Excellent problem-solving skills and ability to think critically under pressure.
• Exceptional customer-service orientation with a positive and helpful attitude.
• Excellent communication skills and ability to explain technical concepts clearly to non-technical users.
• Data Capturing & Reporting Experience
• Strong organizational skills and attention to detail, with the ability to work independently and as part of a team

Personal Attributes:

• Team Player
• Telephone answering and call screening Accuracy
• Attention to detail
• Organized
• Proactive
• Flexible
• Excellent Communication Skills
• Timely
• Reliable
• Responsible

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