IT Support Executive

Role and Responsibilities

1. End User Support:

·         Provide first-level support for hardware and software issues for end-users.

·         Troubleshoot problems related to operating systems, applications and network connectivity.

·         Install, configure and maintain PCs, printers and software applications.

2.       User Administration:

·         Create and manage user accounts, including setting permissions and access controls.

·         Assist with password resets, account lockouts and other user access issues.

·         Support onboarding and offboarding activities for employees.

3.       Infrastructure Support

·         Assist in maintaining LAN, Wi-Fi, VPN, internet connectivity, switches, firewalls and network devices.

·         Monitor network and server health and report abnormalities.

·         Assist with server maintenance, backup verification, antivirus management and system patching.

·         Coordinate with vendors during preventive maintenance and issue resolution.

4.       Business Application Support

·         Provide first-level support for SAP Business One and other enterprise applications.

·         Assist users with transaction issues, basic troubleshooting and system enquiries.

·         Support data uploads, reports, testing and user acceptance testing (UAT) when required.

 5.       Asset & Inventory Management

·         Maintain IT asset inventory including PCs, monitors, printers, network devices and software licenses.

·         Prepare new equipment for deployment.

·         Track warranty status and coordinate hardware repairs with vendors.

6.       Documentation:

·         Maintain accurate documentation of IT assets, network diagrams, system configurations, SOPs and troubleshooting guides.

·         Update support tickets and ensure incidents are properly documented and closed.

7.       IT Security & Compliance

·         Ensure endpoint security software is installed and updated.

·         Support implementation of cybersecurity policies and IT best practices.

·         Assist in periodic user access reviews and IT audits.

·         Report security incidents or suspicious activities promptly.

8.       Project Support:

·         Assist in IT infrastructure upgrades, server migrations, system implementations, network enhancements and rollout of new technologies.

·         Participate in testing, deployment and user training activities.

9.       Other Duties

·         Provide after-hours or weekend support when required.

·         Perform any other duties assigned by the IT Manager.

Job Success Requirements

·         Diploma or Bachelor's Degree in Computer Science, Information Technology, Information Systems or related discipline.

·         Minimum 2–3 years of experience in IT support, infrastructure or system administration.

·         Knowledge of Microsoft Windows, Microsoft 365, Active Directory, networking and hardware troubleshooting.

·         Basic knowledge of TCP/IP, DNS, DHCP, VPN and LAN/WAN concepts.

·         Experience supporting ERP systems, preferably SAP Business One, will be an added advantage.

·         Familiarity with virtualization, backup solutions and server administration is an added advantage.

·         Possess own transport and willing to travel between company sites when required

Additional Notes / Desirable Skills

• Strong analytical and troubleshooting skills.
• Good communication and interpersonal skills.
• Able to prioritize multiple support requests.
• Self-motivated and able to work independently with minimal supervision.
• Good documentation and reporting skills.