IT Support Technician

About the Role

We are seeking a customer-focused and technically skilled IT Support Technician to provide technical assistance and support for computer systems, hardware, software, and network-related issues. This role is responsible for ensuring smooth day-to-day IT operations by troubleshooting technical problems, maintaining IT equipment, and supporting end users across the organization.

Key Responsibilities

• Provide first-line technical support for hardware, software, network, and system-related issues.
• Diagnose, troubleshoot, and resolve IT incidents in a timely and professional manner.
• Install, configure, and maintain desktops, laptops, printers, mobile devices, and other IT equipment.
• Support operating systems, business applications, email systems, and collaboration tools.
• Manage user accounts, passwords, access permissions, and system configurations.
• Monitor and maintain IT infrastructure, networks, and connected devices.
• Escalate complex technical issues to senior IT staff or external vendors when required.
• Assist with system upgrades, software deployments, and hardware installations.
• Maintain accurate records of support requests, resolutions, and IT assets.
• Support onboarding and offboarding processes, including device setup and account provisioning.
• Educate users on IT best practices, security awareness, and proper system usage.
• Ensure compliance with company IT policies, security standards, and data protection requirements.

Requirements & Tech Stack

• Experience in IT support, help desk, technical support, or related roles is preferred.
• Basic knowledge of computer hardware, operating systems, networking, and troubleshooting techniques.
• Familiarity with Windows, macOS, Microsoft 365, Active Directory, and common business applications.
• Understanding of networking concepts such as TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity.
• Strong problem-solving and analytical skills.
• Excellent communication and customer service abilities.
• Ability to prioritize and manage multiple support requests effectively.
• Strong attention to detail and commitment to service excellence.
• Relevant certifications such as CompTIA A+, Network+, Microsoft, or equivalent are advantageous.
• Diploma or Bachelor’s degree in Information Technology, Computer Science, Network Engineering, or a related field is preferred.