IT Technical Support

• Provide advanced troubleshooting and resolution for escalated hardware, software, and network issues.
• Install, configure, and upgrade computer hardware, software, operating systems, and applications.
• Diagnose and resolve issues related to printers, drivers, operating systems, and computer devices.
• Troubleshoot and support enterprise applications and email services
• Diagnose network-related issues and coordinate closely with the Network Team for resolution.
• Create and manage Active Directory accounts, reset passwords, and ensure compliance with security protocols.
• Maintain the layout and documentation of the passive network infrastructure.
• Maintain a comprehensive and updated inventory of all IT assets (serial numbers, IP addresses, software, assigned users, locations).
• Conduct periodic inspections, maintenance activities, and evaluations of hardware for depreciation, upgrade, or replacement.
• Follow up with external vendors for maintenance, warranty issues, or technical offers.
• Reassign tickets when necessary and ensure timely closure within SLAs.
• Provide guidance and support to Service Desk team to improve resolution efficiency and service quality.
• Prepare and maintain technical documentation, installation guides, and troubleshooting manuals.
• Ensure all work complies with IT policies, standards, and security best practices.

Undertake any additional duties as assigned by the line manager.

Educational Qualifications : Bachelor’s degree in Computer Science, Information Systems, or a related field.

ITIL Foundation certification (preferred)

Experience : · Minimum of 3 years for technical support and 6 in Senior Technical Support roles.

Experience handling escalations and supporting a multi-site environment is an asset.

Technical Skills : Proficiency in Microsoft technologies.

Strong hardware troubleshooting and software installation skills.

Experience in drivers, OS updates, and system configuration.

Knowledge of network fundamentals and domain-based environments.

Ability to write technical documentation and user guides