IT Support Officer

Role Overview

We are looking for a proactive IT Support Officer dedicated to providing excellent technical assistance to ensure seamless operation of our IT systems and infrastructure. This role requires troubleshooting hardware, software, network issues, and supporting system maintenance while delivering top-quality service to users.

Key Duties

• Deliver both first and second level technical support for hardware, software, and network concerns.
• Troubleshoot and efficiently resolve IT-related incidents.
• Set up, configure, and maintain computing devices including desktops, laptops, printers, and mobile devices.
• Provide support for operating systems, business software, email platforms, and productivity tools.
• Manage user accounts, passwords, and enforce access controls according to security protocols.
• Monitor IT systems and escalate intricate technical problems when required.
• Keep detailed records of incidents, solutions, and technical procedures using help desk or ticketing platforms.
• Perform routine system upkeep, install software updates, and inspect equipment.
• Assist with user onboarding and offboarding processes by preparing devices and accounts.
• Troubleshoot network connections, Wi-Fi, VPN, and peripheral devices.
• Ensure adherence to IT security policies, data protection rules, and organizational standards.
• Maintain updated inventories of IT assets and equipment.
• Contribute to the implementation of new technologies and enhancements in IT support workflows.
• Stay updated on emerging technology trends and best industry practices.

Candidate Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• Comprehensive knowledge of computer hardware, operating systems, networks, and IT infrastructure.
• Experience with Windows, macOS, and standard productivity applications.
• Basic proficiency with Active Directory, Microsoft 365, cloud platforms, and account management.
• Understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, and wireless technologies.
• Familiarity with help desk ticketing systems and IT service management.
• Basic knowledge in cybersecurity and endpoint protection approaches.
• Strong analytical and problem-solving capabilities with keen attention to detail.
• Excellent interpersonal skills coupled with strong customer service and communication abilities.
• Capability to prioritize workloads and handle multiple requests efficiently.
• Ability to work autonomously and collaboratively in a team setting.
• Excellent organizational and documentation skills.
• Motivation for continuous learning and keeping up to date with evolving IT advancements.