Information Technology Technical Support

IT Technical Support

Job Purpose

The IT Technical Support role is responsible for providing effective technical assistance and support to end-users across hardware, software, network, and IT system-related issues. The position ensures the smooth and reliable operation of the company's IT environment by troubleshooting technical problems, maintaining IT equipment and systems, supporting technology deployments, and ensuring timely resolution of user requests.

The role contributes to maintaining high levels of user satisfaction, minimizing system downtime, protecting company information, and supporting the overall efficiency of the organization's IT operations.

Key Responsibilities

1. Provide comprehensive technical assistance to end-users for hardware, software, operating system, and network-related issues through phone, email, ticketing systems, and in-person support to minimize downtime and maintain productivity.
2. Diagnose, troubleshoot, and resolve technical issues by identifying root causes and applying appropriate solutions to restore system functionality efficiently.
3. Install, configure, maintain, and troubleshoot computer hardware, peripherals, operating systems, applications, and other IT equipment in accordance with company standards and deployment procedures.
4. Perform regular maintenance of IT systems by applying security patches, software updates, firmware upgrades, and configuration changes to improve system performance and security.
5. Support the implementation and rollout of new IT systems, applications, hardware, and technology projects by assisting with planning, deployment, configuration, testing, and user support.
6. Manage and maintain IT asset inventory, including computers, laptops, printers, network equipment, software licenses, and other IT assets, using appropriate asset management and tracking systems.
7. Create and maintain accurate technical documentation, including IT procedures, system configurations, troubleshooting guides, user manuals, and knowledge base articles.
8. Monitor and manage support tickets, ensuring issues are properly categorized, prioritized, tracked, updated, and resolved within agreed Service Level Agreements (SLAs).
9. Escalate complex or unresolved technical issues to specialized IT teams or external vendors while providing complete diagnostic information and following up until resolution.
10. Assist with user account administration, access management, password-related issues, and basic security controls in accordance with company policies.
11. Support network and connectivity troubleshooting, including LAN/WAN, Wi-Fi, VPN, printers, and other network-related services.
12. Assist with backup and recovery activities and follow established procedures to help protect company data and ensure business continuity.
13. Maintain a secure IT environment by following cybersecurity policies, identifying potential security issues, and reporting suspicious activities or incidents to the appropriate IT team.
14. Provide guidance and basic training to end-users on IT systems, applications, cybersecurity awareness, and best practices.
15. Stay informed about emerging technologies, IT best practices, and industry developments through continuous professional development and recommend improvements where appropriate.

Educational Qualification

Bachelor's Degree in:

• Computer Science
• Information Technology
• Information Systems
• Computer Engineering
• Or another related field

Experience

2–4 years of relevant experience in IT Technical Support, Help Desk, Service Desk, IT Operations, or a similar technical support role.

Experience in a corporate or enterprise IT environment is preferred