Job Summary:
Deliver efficient IT ticketing resolution and support services to users, ensuring smooth IT operations, system functionality, and adherence to IT policies.
Key Responsibilities:
- Manage and resolve IT tickets, ensuring compliance with Service Level Agreements (SLA) for systems such as Network, Internet, Intranet, Access Control, Attendance, and Surveillance Systems.
- Install, configure, and troubleshoot computers, printers, and IT systems, addressing incidents related to computer networks and systems.
- Maintain and manage hardware inventory while ensuring timely updates of software licenses.
- Implement and monitor IT security policies for domain, user groups, and accounts in accordance with company IT procedures.
- Provide direct technical support to end-users, including hardware/software setup, troubleshooting connectivity issues, and managing shared drive/device access.
- Support Help Desk personnel and technicians in resolving complex IT issues.
Qualifications and Experience:
- Education: Bachelor’s degree in computer science, Engineering, or a related field.
- Experience: Minimum of 2 years of experience in IT technical support or a similar role.
Technical Skills:
- Proficiency with Microsoft technologies such as Active Directory, DNS, DHCP, and Windows Servers.
- Solid understanding of IT Security Solutions, including Antivirus, Web & Email Filtering.
- Experience diagnosing and resolving hardware and software technical issues.
- Strong knowledge of networking, including TCP/IP, subnetting, switching, and communication lines.
- Familiarity with Microsoft Office Suite.
- Hands-on experience handling user tickets via remote access tools, phone support, or in-person assistance.
Key Competencies:
- Strong problem-solving and troubleshooting skills.
- Excellent communication and interpersonal abilities.
- Ability to prioritize tasks and work effectively under pressure.
- A proactive mindset with attention to detail and accuracy.
Work Environment:
- Work includes providing technical support both remotely and on-site.
- Collaborative team environment focused on delivering excellent IT services.
Reports to: IT System Manager
