Job Description

Requirements and responsibilities

IT Support Technician

Key Responsibilities:

Technical Support

:

Network & System Support

: Provide first-level technical support to end-users via phone, email, or in-person for both hardware and software-related issues. Troubleshoot and resolve problems related to operating systems, software applications, and network connectivity. Install, configure, and maintain desktop and laptop hardware, peripherals, and software. Assist in the setup and maintenance of workstations, printers, and other IT equipment. Support the IT team with monitoring and maintenance of network and security infrastructure, including routers, switches, and firewalls. Assist with supporting the internal server infrastructure, including backup systems, file management, and email servers. Help with network troubleshooting, including resolving issues related to Wi-Fi, VPN, and LAN connections.

Hardware & Software Management

: Install and configure operating systems and business applications. Perform hardware diagnostics, repairs, and replacements as necessary. Keep track of software licenses, hardware inventory, and asset management. Ensure software updates, patches, and security updates are regularly applied across all systems.

User Support & Training

: Provide training as required to users on the effective use of hardware and software tools, ensuring proper knowledge transfer. Respond to user queries and help them use IT resources effectively. Maintain a knowledge base or documentation of common IT issues, resolutions, and troubleshooting steps for internal use.

IT Security

: Help maintain IT security standards by enforcing security protocols, antivirus software, and encryption practices. Assist in the investigation and resolution of any IT security-related incidents. Ensure secure access to company data, systems, and networks, especially when working remotely or using mobile devices.

System Monitoring & Maintenance

: Regularly monitor and report on system health, performance, and capacity. Perform routine maintenance tasks, including backups and system optimizations. Keep IT infrastructure and systems up to date and running efficiently, minimizing downtime.

Other Duties

: Assist with IT project deployments, such as software rollouts, system upgrades, or new technology integrations. Collaborate with other departments to identify areas where IT support can improve business efficiency and employee productivity. Perform other IT-related tasks as assigned by the IT Manager.


Undertake any 'other' additional duties which fall within the reasonable scope of the role responsibilities, requirements and expectations.

Key Skills

Strong problem-solving and analytical skills. Excellent communication and interpersonal skills. High standard of English in bother verbal and written communications Ability to work independently and as part of a team. Strong organizational and time management skills. Familiarity with IT service management tools and ticketing systems (e.g., ServiceNow, Jira). Good customer service skills and a client-oriented attitude. Ability to handle multiple tasks in a fast-paced environment. Proficiency with Microsoft Office Suite and other business productivity tools. Experience with Active Directory, DNS, DHCP, and VPN configurations an advantage. General understanding of cloud services and applications (e.g., Microsoft 365, etc.). Basic knowledge of IT security principles and practices.

Qualifications

Bachelor's degree in Information Technology, Computer Science, or related field (preferred but not required). Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional, ITIL, etc.) are a plus. Proven experience in IT support or a related technical field. Solid knowledge of computer hardware, operating systems (Windows, macOS, Linux), and networking concepts. Experience with troubleshooting software and hardware problems in an office environment. * Knowledge of networking protocols, VPNs, firewalls, and system security practices.