Job role

• Provide Tier 1 IT support delivery and log all support issues
• Document resolutions and analyze trends for ways to prevent future problems
• Field incoming help requests from end users via in-person, telephone, and e-mails in a courteous manner
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Apply diagnostic utilities to aid in troubleshooting
• Responsible for inventory maintenance
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing and upgrading software and hardware
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-ups to help requests

Qualifications

• Higher Education Diploma or University Degree in the field of computer science or any related discipline
• 1-3 Years working Experience in a Support Role
• Microsoft/Cisco/ITIL Certifications is an added advantage
• Experience with desktop and server operating systems, including Windows 10 and 11
• Working knowledge of a range of diagnostic utilities, including bios hardware testing utility, Spiceworks network monitor
• Strong written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills