- Provide first-line support and troubleshooting for IT-related issues, including hardware, software, network, and other technical problems
- Escalate unresolved issues to appropriate technical teams and track the progress of the resolution process
- Provide guidance to users on how to use IT systems and applications, including password resets and user account management
- Maintain accurate records of all incidents and service requests, including details of the diagnosis and resolution provided
- Monitor the performance and availability of IT systems and applications, identifying and reporting any issues or anomalies
- Provide remote support to off-site users and liaise with other IT teams to resolve any issues that may arise
- Participate in IT projects and initiatives as required, providing input on end-user requirements and testing new systems and applications
Requirements
Qualification and Experience
- Minimum of 3 years of experience in IT technical support role
- Excellent problem-solving skills and ability to troubleshoot complex technical issues
- Experience with Microsoft Windows OS, Active Directory and basic networking concepts
- Bachelors Degree in Computer Science or related field
- CompTIA Certification is preferred
Competencies and Skills
- Strong customer service orientation with excellent communication and interpersonal skills
- Good problem-solving and analytical skills with attention to detail
- Ability to manage multiple tasks and priorities in a fast-paced environment
- Understanding of IT infrastructure components, including servers, network devices, and storage systems
- Adaptability and flexibility, with a continuous learning mindset
Benefits
- Private Health Insurance
- Paid Time Off
- Training & Development
