IT Support / Helpdesk

Role & responsibilities

• Provide Technical Support:

  Respond to user inquiries and resolve technical issues related to hardware, software, network connectivity, and other IT systems via phone, email, chat, or in person.

• Troubleshoot and Diagnose:

  Diagnose and troubleshoot system and network problems, software faults, or hardware complications by running diagnostics and asking targeted questions to identify the root cause.

• Installation and Configuration:

  Install, configure, and maintain computer hardware, software, peripherals (like printers and scanners), and applications (e.g., Microsoft 365, email clients).

• User Account Management:

  Assist with user creation, deletion, and transfer processes, including setting up new user accounts and managing permissions in systems like Active Directory.

• Documentation and Logging:

  Log all service requests, incidents, and resolutions accurately in a ticketing system (Jira) and maintain technical documentation and support manuals for future reference.

• System Maintenance:

  Assist in performing routine maintenance tasks, applying software updates and security patches, and ensuring antivirus software is current.

• Escalation:

  Properly escalate unresolved issues to the appropriate internal teams (e.g., Network team, Systems Administrators, Software Developers) when necessary.

• Customer Service:

  Maintain a professional and patient demeanour, providing excellent customer service and ensuring user satisfaction throughout the support process.

• Asset Management:

  Maintain an accurate and up-to-date inventory of all hardware (laptops, desktops, servers, networking devices, mobile devices) and software.

• Vendor Management:

  Coordinate with procurement teams and external vendors for asset purchasing, contract negotiations, maintenance agreements, and disposal services.

Preferred candidate profile

• Education:

  A bachelors degree in information technology, Computer Science, or a related field is often preferred.

• Technical Knowledge:

  Basic understanding of computer hardware, operating systems (Windows, Linux), and networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi).

• Problem-Solving:

  Strong analytical and problem-solving skills with keen attention to detail.

• Communication:

  Excellent verbal and written communication skills to effectively communicate with non-technical users and document issues clearly.

• Soft Skills:

  Eagerness to learn, adaptability, strong time management skills, and the ability to work both independently and as part of a team.