IT Support Officer

Role Overview

We are looking for a motivated IT Support Officer to deliver essential technical assistance ensuring seamless functionality of the company's IT systems and infrastructure. This role involves supporting users with hardware, software, networks, and system issues, maintaining high service standards.

Key Responsibilities

• Deliver first and second-tier technical support for hardware, software, and network problems.
• Diagnose, troubleshoot, and promptly resolve IT incidents.
• Install, configure, and maintain desktops, laptops, printers, mobile devices, and other equipment.
• Support operating systems, business applications, email platforms, and productivity tools.
• Manage user accounts, access permissions, and passwords in line with security policies.
• Monitor IT systems and escalate complex issues as required.
• Document incidents, solutions, and procedures using help desk or ticketing tools.
• Conduct routine system maintenance, software updates, and equipment checks.
• Assist in onboarding and offboarding through device and account setup.
• Troubleshoot network connectivity, Wi-Fi, VPN, and peripheral devices.
• Ensure adherence to IT security policies, data protection, and company standards.
• Maintain accurate inventory records of IT assets.
• Support deployment of new technologies and enhance IT support processes.
• Stay updated on emerging technologies and industry best practices.

Candidate Profile

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related area.
• Strong knowledge of computer hardware, operating systems, networking, and IT infrastructure.
• Experience with Windows, macOS, and common productivity software.
• Working knowledge of Active Directory, Microsoft 365, cloud services, and user account management.
• Understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, and wireless networks.
• Familiarity with help desk ticketing systems and IT service management methodologies.
• Basic understanding of cybersecurity practices and endpoint security.
• Excellent analytical, troubleshooting, and attention to detail skills.
• Strong communication and customer service capabilities.
• Ability to effectively prioritize and manage multiple support tasks.
• Independent worker with ability to collaborate within teams.
• Well-organized with strong documentation skills.
• Driven to continuously learn and stay current on IT tech and methodologies.