IT Support Technician

The IT Support Technician is responsible for delivering first and second line IT support across the organisation ensuring the stable and efficient operation of IT infrastructure hardware software and peripheral systems. The role includes on-site troubleshooting repairs preventative maintenance and coordination of helpdesk activities. The technician will also support the execution of IT infrastructure projects uphold IT security standards and contribute to continuous improvement initiatives.

1. Technical Support

• Provide first and second line support to users resolving software hardware and network issues.
• Perform troubleshooting installations upgrades and repairs of computers peripherals and related equipment.
• Support administration of standard software user onboarding/offboarding and office infrastructure setup and maintenance.
• Manage vulnerabilities patch deployment and system updates in line with organisational requirements.
• Ensure adherence to IT policies security practices and compliance standards.
• Monitor networks and computer systems to ensure optimal performance and minimise downtime.
• Provide support for LAN/WAN networks and local site infrastructure.
• Respond to manage and resolve IT queries logged on the helpdesk.
• Provide after-hours support as required by the business.
• Handle procurement of IT equipment including quoting setup delivery and installation.
• Deliver on-site IT support in line with operational needs.
• Provide basic user training on new hardware software or systems.

2. Asset & Inventory Management

• Maintain an accurate and up-to-date inventory of all IT assets including spare parts and components.
• Monitor stock levels of hardware and consumables to ensure availability.
• Support the full asset lifecycle including deployment maintenance decommissioning and disposal.

3. Reporting & Documentation

• Produce and maintain documentation for system configurations troubleshooting procedures and standard operating processes.
• Identify recurring issues analyse trends and recommend long-term solutions or improvements.
• Assist in generating periodic IT support reports where required.

4. Project Coordination

• Participate in or coordinate ad-hoc IT infrastructure and system enhancement projects.
• Work closely with internal teams external service providers and vendors to ensure project milestones are achieved.
• Contribute technical expertise to support successful delivery of IT initiatives.

Qualifications & Experience

• Diploma or Bachelors degree in Information Technology Computer Science or equivalent experience.
• 24 years of experience in IT support helpdesk operations or a similar technical support environment.
• Strong understanding of computer hardware operating systems and the Microsoft 365 suite.
• Experience in desktop or field support including mobile devices printers and remote support tools (e.g. Endpoint Central TeamViewer).
• Experience with Teams Voice administration patch management and vulnerability scanning is advantageous.
• Familiarity with ITSM platforms (e.g. ServiceNow ManageEngine ServiceDesk Plus) preferred.

Key Skills & Competencies

• Excellent problem-solving and diagnostic skills.
• Strong organisational and time-management abilities.
• Effective communication and interpersonal skills with a customer-service mindset.
• Ability to work independently and collaboratively in a team environment.
• High attention to detail and a commitment to delivering reliable high-quality support.
• Willingness to travel as required by business operations.