IT Technician / IT Support

About the role

The IT Technician is responsible for providing day-to-day technical support to employees, maintaining the organisation's IT infrastructure and equipment, resolving technical issues, and ensuring users are able to work effectively with company IT systems.

The role also includes conducting user training, promoting IT security awareness, monitoring IT-related alerts, and communicating important system updates, maintenance schedules, service interruptions, and cybersecurity notifications to users.

Key Responsibilities

1. IT Technical Support

• Provide first-level technical support to users for hardware, software, network, printer, email, and system-related issues.

• Diagnose and resolve IT problems in a timely manner.

• Install, configure, maintain, and troubleshoot computers, laptops, printers, mobile devices, and other IT equipment.

• Set up workstations and IT equipment for new employees.

• Assist users with software installation, configuration, updates, and access issues.

• Escalate complex technical issues to the IT Manager, system administrator, or external IT service provider when required.

2. User Training and IT Awareness

• Conduct IT orientation and basic system training for new employees.

• Provide refresher training to existing users when new systems, applications, or procedures are introduced.

• Educate users on proper use of IT equipment, software, email, network resources, and company systems.

• Provide cybersecurity awareness training covering password security, phishing, suspicious emails, malware, data protection, and safe internet practices.

• Prepare simple user guides, FAQs, training materials, and troubleshooting instructions.

• Assist users in adopting new IT systems and technologies.

3. IT Alerts and User Communication

• Monitor and respond to IT system alerts, technical incidents, and security notifications.

• Issue timely user alerts regarding:

o Planned system maintenance

o System downtime or service interruptions

o Network or application issues

o Cybersecurity threats and phishing alerts

o Software updates and system changes

o IT security incidents and required user actions

• Ensure IT-related communications are clear, accurate, and easy for users to understand.

• Follow up with users when specific action is required to resolve or prevent an IT issue.

4. IT Asset and System Management

• Maintain an accurate inventory of computers, laptops, printers, mobile devices, software licenses, and other IT assets.

• Track issuance, return, replacement, and disposal of IT equipment.

• Assist with software updates, patches, antivirus protection, and routine system maintenance.

• Maintain user account and access records in accordance with company procedures.

5. IT Security

• Assist in maintaining appropriate IT security controls and practices.

• Monitor and report suspicious activities, security incidents, or potential breaches.

• Ensure users follow company IT security policies and procedures.

• Assist with implementing cybersecurity measures and awareness programmes.

6. Documentation and Reporting

• Record IT incidents, service requests, troubleshooting activities, and resolutions.

• Maintain IT documentation, user guides, asset records, and system information.

• Prepare periodic reports on IT incidents, recurring issues, equipment status, and user support activities.

• Identify recurring technical problems and recommend improvements.

7. IT Projects and Other Duties

• Assist with IT system upgrades, hardware replacement, software deployment, and new technology implementation.

• Support IT-related projects and system migration activities.

• Coordinate with external IT vendors and service providers when required.

• Perform other IT-related duties assigned by the IT Manager or management.

Qualifications and Requirements

• Diploma or equivalent qualification in Information Technology, Computer Science, or a related field.

• Relevant experience in IT technical support or helpdesk operations.

• Good knowledge of Windows operating systems, Microsoft 365, networking, printers, and common business applications.

• Basic understanding of IT security and cybersecurity practices.

• Good troubleshooting and problem-solving skills.

• Good communication and interpersonal skills.

• Ability to explain technical matters clearly to non-technical users.

• Able to conduct basic user training and prepare user-friendly IT documentation.

• Able to work independently and manage multiple IT support requests.