IT Support Officer

The IT Support Officer is responsible for technical support to users by diagnosing and resolving software and hardware issues maintaining software and hardware and continuous improvement.

The positions holder cant be successful without complying with the relevant procedures directives and other legal requirements of the Quality Management System fulfilling the accountabilities of this position in accordance with corporate policies Code of Conduct and Code of Ethics Standards.

The main responsibilities are:

• Client Support: the IT Support Officer provides assistance to users in the use of software or hardware. He performs interventions either remotely or on-site and serve as the first point of contact for users handling first or second-level support as per their role. He is responsible for following up on client cases from incident opening to resolution and closure diagnosing and correcting malfunctions described by users and escalating issues beyond their scope.
• Diagnosing Correcting and Preventive Maintenance: the IT Technician is responsible for diagnosing and correcting software and hardware malfunctions performing preventive maintenance.
• Continuous Improvement: the IT Technician gathers functional improvements desired by users integrates new components according to defined standards and ensures preventive maintenance. He contributes to the implementation of updates and evolutions conducts tests before deployment and creates and implements knowledge bases and user help documents. He is also involved in training documentation and process redesign.

• Software Management: the IT Technician should be able to input and interpret data according to software management rules. This involves reproducing client issue tests to propose solutions.
• Equipment Maintenance: identifying the usage and conditions of solutions or equipment over their lifecycle is crucial. The IT Technician is expected to perform maintenance and alert in case of malfunctions or potential anomalies.
• Client Relationship Management: maintaining a respectful and professional relationship with project stakeholders is essential. The Technician should adapt their posture and communication organization to the work situation choosing the most appropriate communication method for client responses.
• Effective Communication: the IT Technician must listen actively and share pertinent information adapting and drafting communication materials to fit objectives and context. They communicate clearly and effectively in both written and oral forms especially in incident contexts.
• Innovation and Process Management: analysing needs and participating in the search for innovative ideas and solutions is important. The IT Technician adapts proven solutions to similar context characteristics and suggests improvements for quality client service.
• Teamwork and Collaboration
• Activity Prioritization: identifying and planning assigned activities is important. The IT Technician prioritizes client requests based on urgency and severity within their project.
• Autonomy Development: proposing improvements within given instructions and being proactive in suggesting process and treatment improvements for recurring client requests is expected

• Performance Indicator (KPIs): proposing improvements within given instructions and being proactive in suggesting process and treatment improvements for recurring client requests is expected

• 24 years of experience in IT support system administration or a similar role.
• Average ticket resolution time.
• User satisfaction and feedback ratings.
• System uptime and reliability metrics.
• Compliance with IT policies and security standards.

Qualifications :

• Technical Skill Set

The candidate should be expert on below tasks & techniques

• 24 years of experience in IT support system administration or a similar role.
• Windows OS installation Office 365 Apps End-point Security setup & user account setup
• Understanding & basic experience on Network Domain Active Directory setup & network protocols
• DNS DHCP TCP/IP Printer & file sharing setup.
• Structure cabling termination and network test.
• Installation of internet connection & wireless Access points
• End Point Security Antivirus installation & activation.
• Local File Sharing & NTFS Security permissions
• Inventory management & reporting
• Maintaining LAN/WAN infrastructure Wi-Fi routers switches and firewalls.
• Troubleshoot connectivity and performance issues related to network devices.
• Support the implementation of network upgrades and security improvements
• Support the IT Manager in implementing cybersecurity best practices and policies.
• Assist users in adhering to IT security guidelines and data protection protocols.
• Provide first and second-level technical support to staff on hardware software and network issues.
• Diagnose and resolve technical problems in person via phone email or remote access tools
• Monitor system performance and carry out routine maintenance to ensure reliability and security.
• Assist in setting up configuring and deploying new systems and devices.

Additional Information :

Remote Work :

No

Employment Type :

Full-time