DUTIES AND RESPONSIBILITIES

Technical Support & Troubleshooting

• Serve as the first point of contact for all IT-related issues from employees.
• Diagnose and resolve hardware issues such as desktops, laptops, printers, and peripherals.
• Troubleshoot software issues including operating systems, office applications, and enterprise software.
• Investigate and resolve network connectivity problems (LAN, Wi-Fi, VPN).
• Escalate complex technical issues to senior IT staff when necessary.

System Installation & Maintenance

• Install, configure, and maintain computers, servers, and software applications.
• Ensure all software licenses are valid and up-to-date.
• Perform regular system updates and patches to maintain system integrity.
• Set up new user accounts and configure access rights based on company policies.

Network & Infrastructure Management

• Monitor network performance and ensure smooth connectivity.
• Assist in configuring routers, switches, and firewalls.
• Maintain and troubleshoot wired and wireless network infrastructure.
• Monitor network security and ensure protection against malware, viruses, and unauthorized access.

Data Security & Backup

• Ensure daily/weekly backups of critical company data.
• Implement and enforce IT security policies, including password management and data encryption.
• Educate employees on safe IT practices and security protocols.

Documentation & Reporting

• Maintain accurate logs of technical issues, resolutions, and system updates.
• Document standard operating procedures (SOPs) for IT support processes.
• Prepare periodic reports on system performance, issues resolved, and IT projects.

User Training & Support

• Provide basic IT training and guidance to staff on software and hardware usage.
• Assist employees in understanding IT policies, software features, and security protocols.
• Create user manuals or quick-reference guides for commonly used systems.

Continuous Improvement & Projects

• Recommend and implement improvements to IT systems and workflows.
• Participate in IT projects such as system upgrades, new software rollouts, and hardware deployments.
• Stay updated on new technologies and suggest tools or processes to enhance productivity.

Compliance & Best Practices

• Ensure IT operations comply with company policies and legal regulations.
• Maintain confidentiality of sensitive information.
• Promote best practices in IT support, security, and system management.

KEY REQUIREMENT SKILLS AND QUALIFICATION

• Diploma or Degree in Information Technology, Computer Science, or a related field.
• Proven experience in IT support, systems maintenance, or technical support roles.
• Hands-on experience with hardware, software, and network troubleshooting.
• Familiarity with Windows and/or Linux operating systems, Microsoft Office Suite, and common enterprise applications.
• Knowledge of network protocols, routers, switches, and wireless networks is an advantage.