• Provide first-line support and troubleshooting for IT-related issues, including hardware, software, network, and other technical problems
• Escalate unresolved issues to appropriate technical teams and track the progress of the resolution process
• Provide guidance to users on how to use IT systems and applications, including password resets and user account management
• Maintain accurate records of all incidents and service requests, including details of the diagnosis and resolution provided
• Monitor the performance and availability of IT systems and applications, identifying and reporting any issues or anomalies
• Provide remote support to off-site users and liaise with other IT teams to resolve any issues that may arise
• Participate in IT projects and initiatives as required, providing input on end-user requirements and testing new systems and applications

Qualification and Experience

• Minimum of 3 years of experience in IT technical support role
• Excellent problem-solving skills and ability to troubleshoot complex technical issues
• Experience with Microsoft Windows OS, Active Directory and basic networking concepts
• Bachelors Degree in Computer Science or related field
• CompTIA Certification is preferred

Competencies and Skills

• Strong customer service orientation with excellent communication and interpersonal skills
• Good problem-solving and analytical skills with attention to detail
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Understanding of IT infrastructure components, including servers, network devices, and storage systems
• Adaptability and flexibility, with a continuous learning mindset