Job Description
Role overview:
Responsible for providing technical assistance and support to users of computer systems, software, and hardware. This may involve answering questions, troubleshooting problems, installing and configuring software, and providing technical support over the phone or in person.
Duties & Responsibilities
- Consulting with IT Manager and other departments as required
- Provide first point of IT Support contact for all employees and customers
- Install and configure computer hardware operating systems and applications
- Assist employees or clients through a series of actions, either face to face; email or over the telephone to help set up systems or resolve issues
- Troubleshoot technical issues to resolution and/or escalate to supplier or partner organizations’ as required
- Provide technical assistance to project teams and undertake technical project roles
- Training end-users on hardware functionality and software programs
- Resolving logged errors in a timely manner
- Monitoring hardware, software, and system performance metrics
- Updating computer software, as well as upgrading hardware and systems
- Maintaining databases and ensuring system security
- Documenting processes and performing diagnostic tests
- Keeping track of technological advancements and trends in IT support
- Maintaining inventory and documentation of computer systems, software, and hardware
- Escalating complex technical problems to higher level IT support staff or vendors
Providing support for mobile devices and laptops
Minimum Qualifications & Experience:
- Higher Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field
- Applicable professional qualification, such as Microsoft, Oracle, or Cisco certification
- Minimum 2 to 4 years’ experience as IT Support/Assistant or related field
- Excellent experience with computer networks, network administration, and network installation
- Exceptional ability to provide technical support and resolve queries
- Proficient in computer hardware, cabling installation and support, wireless technology applications and interface, and IT security; in-depth knowledge of available IT solutions, and an analytical mind capable of solving complex problems
- Excellent working knowledge of computer systems, security, network administration and systems, databases, data storage systems and telephone systems
- Proficient in Microsoft Windows software, including server, office, exchange, and database maintenance and system security
- Proficiency in IT helpdesk software, such as Fresh service and SysAid
