Job Description:
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Install, configure, and troubleshoot computer hardware, software, printers, and other peripherals.
Diagnose and resolve technical issues remotely or on-site, ensuring minimal downtime for end-users.
Collaborate with other IT professionals to implement and maintain network infrastructure.
Assist in the planning and execution of IT projects, upgrades, and migrations.
Create and update documentation for IT procedures, configurations, and troubleshooting steps.
Stay informed about the latest technology trends and recommend improvements to enhance the organization's IT infrastructure.
Conduct regular system audits to ensure security, compliance, and optimal performance.
Provide training and guidance to end-users on the use of IT systems and applications.
Respond promptly to service requests and effectively communicate technical solutions to non-technical users.
Participate in an on-call rotation to address urgent technical issues outside regular working hours.
Position Structure:
Department:
Line Manager:
Stream:
Job Requirements
-
Key Qualifications:
- Bachelor’s or Master’s degree in CS, IT or Business field. OR
- Diploma
Position Type:
- FULL-TIME
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Strong knowledge of operating systems (Windows, macOS, Linux) and proficiency in Microsoft Office Suite.
- Familiarity with networking concepts, protocols, and security best practices.
- Experience with desktop support, system administration, and troubleshooting.
- Excellent communication and interpersonal skills.
- Relevant industry certifications or Microsoft Certified: IT Support Professional preferred
Required experience:
2 years of experience in IT support or a related field.
Experience in diagnosing and resolving hardware and software issues.
Hands-on experience with common IT tools and technologies.
Demonstrated ability to work independently and collaboratively in a team
Duties & Responsibilities
-
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Install, configure, and troubleshoot computer hardware, software, printers, and other peripherals.
- Diagnose and resolve technical issues remotely or on-site, ensuring minimal downtime for end-users.
- Collaborate with other IT professionals to implement and maintain network infrastructure.
- Assist in the planning and execution of IT projects, upgrades, and migrations.
- Create and update documentation for IT procedures, configurations, and troubleshooting steps.
- Stay informed about the latest technology trends and recommend improvements to enhance the organization's IT infrastructure.
- Conduct regular system audits to ensure security, compliance, and optimal performance.
- Provide training and guidance to end-users on the use of IT systems and applications.
- Respond promptly to service requests and effectively communicate technical solutions to non-technical users.
- Participate in an on-call rotation to address urgent technical issues outside regular working hours.
Reporting Responsibilities
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Work Progress, Timesheets
Provide a summary of resolved and ongoing technical issues.
Report any critical incidents or urgent support requirements.
Compile a comprehensive overview of completed tasks and projects.
Highlight key trends or recurring issues for proactive resolution.
Report on adherence to SLAs and any potential escalations.
Present a detailed analysis of overall system performance.
Document major accomplishments, improvements, and milestones.
Evaluate and suggest enhancements for ongoing process efficiency.
Summarize user feedback and address areas for improvement.
Collaborate with team for continuous improvement initiatives.