IT Support Officer

About the role

Provide comprehensive IT support to end users, covering help desk assistance, network and infrastructure maintenance, account and access management, basic security operations, and IT asset management. Genuine customer-service orientation matters as much as technical skill.

Key responsibilities

1. Provide Help Desk & User Support

• Receive and resolve computer, hardware, and software issues via phone, email, ticketing system, and onsite/remote support.

• Log, track, and close tickets, prioritizing issues based on urgency (Priority/SLA).

• Provide guidance and training to employees on using software, devices, and systems.

• Prepare and set up equipment for new employees (onboarding) and retrieve/wipe data upon employee (offboarding).

2. Maintain Network & Infrastructure

• Install, configure, and maintain internal network systems (LAN/WAN/Wi-Fi) settings.

• Maintain printers, scanners, and peripheral devices to keep them operational.

• Support meeting room systems, video conferencing equipment, and VoIP phone systems.

• Perform basic server monitoring and maintenance (Windows/Linux), backups, and system status checks.

3. Manage User Accounts & Access

• Create, modify, and deactivate user accounts, email accounts, and system access via Active Directory / Microsoft 365.

• Manage file and system access permission groups according to company policy.

4. Support Information Security

• Keep operating systems and software up to date through patch management.

• Install and maintain antivirus / anti-malware (endpoint protection) software.

• Monitor for and report basic security incidents to the relevant team.

5. Manage IT Assets

• Create and maintain the IT asset register (hardware, software, and license inventory).

• Track equipment stock levels and plan procurement/replacement of devices.

• Coordinate equipment repairs or warranty claims with external vendors.

6. Maintain Documentation & Coordination

• Create user manuals and troubleshooting procedures (knowledge base/SOPs) for internal reference.

• Prepare periodic reports summarizing issues and service statistics (ticket reports) for management.

• Coordinate with the central IT team, external vendors, or related teams when issues require escalation.

• Perform other duties as assigned by supervisor.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field

• 1–3 years of experience in IT Support or Help Desk roles

• Basic knowledge of Windows/Mac OS, Active Directory, networking, and Microsoft Office

• Strong problem-solving skills, good communication, and a service-minded attitude

• Willing to work occasional overtime when urgent issues arise

• Preferred: relevant certifications such as CompTIA A+, Network+

Fundamental Skills are a MUST

• End-User Computing Support & Troubleshooting

• Windows / Mac OS Administration

• Network Fundamentals (LAN/WAN/Wi-Fi, Router, Switch, Firewall)

• Active Directory / Microsoft 365 User & Access Management

• Basic Cybersecurity Awareness & Patch Management

• IT Asset Management

• Ticketing / ITSM Platform Usage

• Documentation & SOP Writing