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

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