IT SUPPORT OFFICER

Position Overview

We are seeking a dedicated and technically proficient IT Support Officer to join our dynamic IT team. In this pivotal role, you will serve as the primary point of contact for resolving technical issues, ensuring seamless operations across all business units. Your responsibilities will encompass a wide range of support functions, from hardware and software management to network infrastructure and project execution. This position requires a proactive approach, strong problem-solving skills, and the ability to deliver exceptional service in both physical and remote settings.

Key Responsibilities

The IT Support Officer will play a critical role in maintaining the technological efficiency of our organization. Your duties will include, but are not limited to, the following:

• Technical Support & SLA Compliance: Provide first-line technical support to business units in accordance with established Service Level Agreements (SLAs). Address and resolve incidents promptly to minimize operational disruptions.
• Hardware Preparation & Maintenance: Format, configure, and prepare laptops and desktops for deployment. Conduct repairs on printers, scanners, and photocopiers before escalating to third-party vendors, ensuring cost-effective and timely resolutions.
• Software Installation & Configuration: Install, configure, and update software applications for both new and existing users. Ensure compatibility and adherence to organizational standards.
• Network & Infrastructure Support: Provide first-line support for network, telecom, and infrastructure components, including cabling, testing, and troubleshooting connectivity issues. Maintain documentation of network points and infrastructure changes.
• Project Management: Assist in the execution of IT-related projects as assigned by the Support Manager. Coordinate with stakeholders across business units to ensure smooth implementation and deployment of IT solutions.
• Knowledge Management: Update and maintain the knowledge base with detailed resolutions for resolved cases. This will enhance the efficiency of the IT team and empower business units to resolve common issues independently.
• Cross-Functional Collaboration: Work closely with IT representatives from all business units to ensure consistent technical standards and support. Act as a liaison between end-users and the IT department to facilitate effective communication.
• Remote & On-Site Support: Deliver responsive and flexible technical support, whether on-site or remotely. Ensure minimal downtime and quick restoration of services to maintain business continuity.
• User Setup & Deployment: Prepare and distribute IT equipment to users across all business units. Ensure that all hardware and software are correctly configured and operational upon delivery.

Qualifications & Skills

To excel in this role, you should possess the following qualifications and competencies:

• A minimum of 2 years of experience in IT support, preferably within a corporate or enterprise environment.
• Strong technical knowledge of hardware, software, and network infrastructure, including troubleshooting methodologies.
• Proficiency in operating systems (Windows, macOS, Linux) and common office productivity suites.
• Experience with Active Directory, Group Policy, and remote support tools.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Certifications such as CompTIA A+, ITIL, or Microsoft Certified IT Professional (MCITP) are advantageous.
• Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment.
• Commitment to continuous learning and staying updated with emerging technologies and industry best practices.

Why Join Us?

As an IT Support Officer, you will be an integral part of a forward-thinking IT team that drives innovation and supports business growth. You will have the opportunity to develop your technical skills, work on diverse projects, and contribute to the technological advancement of our organization. We offer a competitive salary, professional development opportunities, and a collaborative work environment where your contributions are valued and recognized.