EXECUTIVE, IT SUPPORT

About the role
As an IT Support Executive, you will provide frontline technical support, troubleshoot and resolve IT issues, and ensure smooth day-to-day operations to maintain business continuity and productivity across the organisation.

Key responsibilities

• Provide first and second-level technical support to end-users via helpdesk, telephone, email and in-person assistance
• Diagnose, troubleshoot and resolve hardware, software and network-related issues in a timely manner
• Install, configure and maintain IT hardware, software applications and peripherals
• Manage user accounts, access permissions and password resets according to company policies
• Perform preventative maintenance on IT systems and equipment to minimise downtime
• Maintain accurate documentation of IT issues, solutions and ticket resolutions
• Assist with IT asset management, tracking and inventory control
• Provide IT support during office relocations, system upgrades and major IT initiatives
• Escalate complex technical issues to senior IT staff or external vendors as appropriate
• Contribute to the continuous improvement of IT support processes and user experience

What we're looking for

• Minimum 2-3 years of experience in IT support, helpdesk or technical support roles
• Strong technical knowledge of Windows and macOS operating systems
• Proficiency in troubleshooting hardware issues and peripheral devices
• Experience with IT ticketing systems and helpdesk software
• Knowledge of basic networking concepts, including TCP/IP, DNS and DHCP
• Familiarity with Microsoft Office Suite and common business applications
• Excellent problem-solving and analytical skills
• Strong communication skills with the ability to explain technical concepts to non-technical users
• Customer service orientation with a commitment to providing quality support
• Ability to work independently and as part of a team in a fast-paced environment
• Patience, professionalism and a positive attitude when dealing with IT issues
• Relevant IT certifications (such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate or equivalent) are advantageous