IT Support Officer

Role Overview

We are looking for a diligent and customer-oriented IT Support Officer dedicated to delivering technical assistance and ensuring uninterrupted functioning of our organization's IT infrastructure. This position involves supporting users with hardware, software, network, and system-related challenges while maintaining high service standards. The role tasks include troubleshooting, equipment configuration, system maintenance support, and driving continuous enhancements in IT operations.

Key Responsibilities

• Deliver first- and second-tier technical support addressing issues with hardware, software, and networks.
• Efficiently diagnose and resolve IT-related incidents.
• Handle installation, setup, and maintenance of IT devices including desktops, laptops, printers, and mobile gadgets.
• Support various operating systems, business applications, email services, and productivity tools.
• Administer user accounts, manage passwords, and regulate access permissions aligned with security protocols.
• Monitor IT systems and escalate advanced technical problems as needed.
• Record incidents, solutions, and technical workflows using help desk or ticketing platforms.
• Conduct regular system upkeep, software updates, and hardware inspections.
• Assist with employee onboarding and offboarding by preparing and configuring devices and accounts.
• Troubleshoot network connectivity issues including Wi-Fi, VPN, and peripheral devices.
• Ensure adherence to IT security policies, data protection regulations, and company standards.
• Manage accurate inventories of IT assets and equipment.
• Contribute to the adoption of new technologies and refinement of IT support processes.
• Keep abreast of emerging technologies and industry best practices.

Required Qualifications and Skills

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related disciplines.
• Solid knowledge of computer hardware, operating systems, networking, and IT infrastructure concepts.
• Experience with Windows, macOS, and standard office productivity software.
• Basic familiarity with Active Directory, Microsoft 365, cloud computing services, and user account management.
• Understanding of networking protocols such as TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
• Exposure to help desk ticketing tools and IT service management frameworks.
• Elementary cybersecurity principles and endpoint protection awareness.
• Strong analytical mindset with precise troubleshooting abilities.
• Excellent communication, customer service, and interpersonal capabilities.
• Effective prioritization and multitasking skills in managing support requests.
• Ability to work autonomously and in teamwork settings.
• Organizational aptitude with solid documentation practices.
• A commitment to ongoing learning and keeping updated with IT advancements and best practices.