Job Description

• The successful candidate will be responsible for providing technical assistance, troubleshooting, and ensuring a high level of customer service. The role requires proficiency in various technical aspects, excellent communication skills, and a commitment to maintaining security standards.

Key Responsibilities

Technical Proficiency:

• Basic knowledge of operating systems (Windows, Linux)
• Understanding of computer hardware and peripherals
• Familiarity with network concepts and troubleshooting
• Knowledge of common software applications and productivity tools

Troubleshooting Skills:

• Ability to diagnose and resolve hardware and software issues.
• Analytical and problem-solving skills
• Familiarity with remote desktop support tools

Customer Service:

• Strong customer service and communication skills
• Patience and the ability to explain technical concepts to non-technical users.
• Active listening skills to understand user issues.

Communication:

• Clear and concise written and verbal communication
• Ability to create user documentation and guides.
• Effective communication with team members and other IT professionals

Time Management:

• Prioritization of tasks to meet service-level agreements (SLAs)
• Efficient multitasking to handle multiple support requests.

Ticketing Systems:

• Experience with IT service management tools and ticketing systems
• Ability to log, track, and manage support tickets.

Documentation:

• Documenting troubleshooting steps and issue resolutions
• Maintaining an organized knowledge base for common issues and solutions

Customer Training:

• Providing basic training to users on IT systems and applications
• Assisting with and improving onboarding processes for new employees

Security Awareness:

• Basic understanding of IT security principles
• Adherence to security policies and procedures

Team Collaboration:

• Collaborating with 2nd and 3rd line support teams when necessary
• Participating in team meetings and contributing to a positive team culture

Adaptability:

• Willingness to learn and adapt to new technologies and procedures.
• Keeping up to date with industry trends and best practices

Professionalism:

• Maintaining a professional and courteous demeanor
• Understanding and adhering to organizational policies and protocols

Reporting Structure

• Reports to Head of IT & Or Senior IT Officer as needed.

Hours

• Standard Required 40 hours per week or as required by the IT Manager

Educational Requirements

• Relevant IT Certifications: Certifications such as CompTIA A+, Network+, or Microsoft Certified: Windows 10 are beneficial.
• Ongoing Professional Development: Given the dynamic nature of the IT field, a commitment to continuous learning through workshops, seminars, and staying abreast of industry trends is highly valued.