IT Support

As an IT Support Professional, your role is to provide technical assistance and support to end-users within the organization. You will be responsible for resolving hardware, software, and network issues, ensuring that computer systems and technology resources are operating effectively. Responsibilities : Provide technical support : Respond to user inquiries, diagnose and resolve hardware, software, and network problems. This includes troubleshooting issues related to desktops, laptops, printers, mobile devices, and other IT peripherals. Help desk support : Receive and respond to user help desk requests via phone, email, or ticketing system. Prioritize and manage multiple issues simultaneously, ensuring timely resolution and excellent customer service. Install and configure systems : Set up new computer systems, install operating systems, software applications, and hardware components. Ensure that systems are properly configured and optimized for performance. User training and guidance : Educate end-users on basic computer operations, software usage, and best practices. Provide guidance and assistance in utilizing IT resources effectively and securely. Network troubleshooting : Troubleshoot network connectivity issues, including LAN, WAN, and internet connectivity. Collaborate with network administrators and service providers to resolve complex network problems. Data backup and recovery : Perform regular data backups, ensuring the integrity and availability of critical information. Assist users in data recovery and restoration in case of system failures or data loss incidents. IT documentation : Maintain accurate documentation of support activities, including ticket resolutions, troubleshooting steps, and knowledge base articles. Contribute to the development and maintenance of IT policies, procedures, and user manuals. System upgrades and maintenance : Assist in the deployment of software updates, patches, and system upgrades. Conduct routine maintenance tasks, such as system monitoring, performance tuning, and preventive maintenance activities. Security and antivirus management : Implement and enforce security measures to protect computer systems and data from unauthorized access, malware, and other security threats. Update antivirus software and ensure systems are protected against known vulnerabilities. Collaborate with IT team : Work closely with other IT team members, including system administrators, network engineers, and developers, to resolve complex technical issues and contribute to IT projects and initiatives. Requirements : Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience). Proven experience in providing technical support and troubleshooting hardware, software, and network issues. Strong knowledge of desktop operating systems (e. g. , Windows, macOS) and office productivity applications. Familiarity with networking concepts (TCP/IP, DNS, DHCP) and troubleshooting network connectivity. Proficiency in configuring and supporting hardware devices, such as desktops, laptops, printers, and mobile devices. Excellent problem-solving and analytical skills, with the ability to prioritize and manage multiple tasks. Strong customer service orientation and interpersonal skills. Good communication skills, both written and verbal. Ability to work independently and collaboratively in a team environment. Familiarity with ITIL (Information Technology Infrastructure Library) best practices is a plus. Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or Cisco Certified Network Associate (CCNA) are advantageous.