Purpose of the Job

The IT Technician is responsible for providing technical support to end‑users, maintaining IT systems, and ensuring the smooth operation of hardware, software, and network components. The role includes troubleshooting, installations, configurations, and responding to service requests within defined SLAs

Job Description

End‑User Support

• Provide first‑line and second‑line technical support for desktops, laptops, printers, mobile devices, and other peripherals.
• Respond to service desk tickets, diagnose issues, and ensure timely resolution.
• Assist users with software installations, updates, and access issues (email, applications, VPN, etc.).

Hardware & Software Maintenance

• Install, configure, and maintain operating systems (Windows).
• Perform routine hardware checks, repairs, and upgrades.
• Ensure licensed software is properly deployed and updated.

Network Support

• Support basic network troubleshooting (Wi-Fi, LAN, switches, cabling).
• Assist with network device setup such as access points, routers, and VoIP phones.

Security & Compliance

• Ensure antivirus, patches, and security updates are applied.
• Follow company IT security standards and data protection regulations.
• Report any security incidents immediately.

Systems & Administration Assistance

• Assist with Active Directory tasks (password resets and group assignments).
• Support Office 365 / Microsoft 365 environments.
• Help with backups and data recovery procedures when required.

Asset & Inventory Management

• Maintain an up‑to‑date inventory of IT equipment and accessories.
• Prepare and configure devices for new employees (onboarding).
• Handle equipment returns and cleanup for departing employees (offboarding).

Documentation

• Update and maintain support documentation and knowledge base articles.
• Record all work done in the ticketing system accurately.

Job Requirements - Experience and Education

Required Skills & Competencies

• Strong troubleshooting and problem‑solving skills.
• Good knowledge of Windows Servers and Backup software (Veeam and Veritas beneficial.
• Understanding of basic networking (IP, DHCP, DNS).
• Familiarity with Microsoft 365 administration.
• Ability to communicate clearly with technical and non‑technical users.
• Customer‑service‑oriented and able to work under pressure.

Qualifications & Experience

• IT Diploma, A+, N+, or equivalent technical certifications.
• 1–3 years of experience in a similar IT support role.
• Experience with ticketing systems (Jira, ServiceNow, Freshservice, etc.) is advantageous.
• Knowledge of basic server environments is a plus.

Leadership Behaviors

Skills