1. Provide Level 1 & 2 Technical Support:

• Serve as the first point of contact for all IT-related issues via phone, email, and in-person.
  • Diagnose and resolve technical problems related to desktops, laptops, printers, and mobile devices.
  • Install, configure, and maintain operating systems (Windows, macOS) and software applications.
  • Troubleshoot network connectivity issues (LAN, Wi-Fi, VPN).
  • Resolve issues with user accounts, passwords, and access permissions.
  • Escalate complex issues to senior IT staff or external vendors when necessary.

2.Hardware and Software Management

• Perform hardware installations, upgrades, and repairs.
• Maintain an accurate inventory of all IT assets.
• Assist with the deployment of new hardware and software.

3.User Support & Training:

• Provide clear and concise instructions and guidance to users.
  • Conduct basic training sessions for new employees on IT systems and best practices.

4.Documentation:

• Document all support requests, solutions, and procedures in the help desk ticketing system.
• Create and update knowledge base articles for common issues.

5.General IT Duties:

• Assist with IT projects as required.
• Participate in on-call rotation for after-hours support (if applicable).
• Ensure compliance with company IT policies and procedures.

Qualifications:

Education:

A Diploma or local Diploma in Information Technology, Computer Science, or a related field.

Experience:

• Proven experience in a technical support or IT help desk role.
• Experience supporting a Windows and/or macOS environment.
• Familiarity with network concepts (TCP/IP, DNS, DHCP).
• Knowledge of Microsoft Office 365 or Google Workspace.

Skills:

• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Customer-focused with a patient and professional demeanor.
• Ability to manage multiple tasks and prioritize effectively.
• Ability to work independently and collaboratively in a team environment.

Certifications:

• CompTIA A+, Network+, or other relevant certifications are a plus.