The successful candidate will be responsible for providing technical assistance, troubleshooting, and ensuring a high level of customer service. The role requires proficiency in various technical aspects, excellent communication skills, and a commitment to maintaining security standards.
Key Responsibilities
Technical Proficiency:
Basic knowledge of operating systems (Windows, Linux)
Understanding of computer hardware and peripherals
Familiarity with network concepts and troubleshooting
Knowledge of common software applications and productivity tools
Troubleshooting Skills:
Ability to diagnose and resolve hardware and software issues.
Analytical and problem-solving skills
Familiarity with remote desktop support tools
Customer Service:
Strong customer service and communication skills
Patience and the ability to explain technical concepts to non-technical users.
Active listening skills to understand user issues.
Communication:
Clear and concise written and verbal communication
Ability to create user documentation and guides.
Effective communication with team members and other IT professionals
Time Management:
Prioritization of tasks to meet service-level agreements (SLAs)
Efficient multitasking to handle multiple support requests.
Ticketing Systems:
Experience with IT service management tools and ticketing systems
Ability to log, track, and manage support tickets.
Documentation:
Documenting troubleshooting steps and issue resolutions
Maintaining an organized knowledge base for common issues and solutions
Customer Training:
Providing basic training to users on IT systems and applications
Assisting with and improving onboarding processes for new employees
Security Awareness:
Basic understanding of IT security principles
Adherence to security policies and procedures
Team Collaboration:
Collaborating with 2nd and 3rd line support teams when necessary
Participating in team meetings and contributing to a positive team culture
Adaptability:
Willingness to learn and adapt to new technologies and procedures.
Keeping up to date with industry trends and best practices
Professionalism:
Maintaining a professional and courteous demeanor
Understanding and adhering to organizational policies and protocols
Reporting Structure
Reports to Head of IT & Or Senior IT Officer as needed.
Hours
Standard Required 40 hours per week or as required by the IT Manager
Educational Requirements
Relevant IT Certifications: Certifications such as CompTIA A+, Network+, or Microsoft Certified: Windows 10 are beneficial.
Ongoing Professional Development: Given the dynamic nature of the IT field, a commitment to continuous learning through workshops, seminars, and staying abreast of industry trends is highly valued.
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