POSITION: IT Support

JP-01448-2326

Summary

We are seeking a highly skilled and customer-focused IT Support Specialist to join our team. The ideal candidate will have a strong technical background combined with excellent communication skills and a passion for providing exceptional IT support services. As an IT Support, you will be responsible for resolving technical issues, assisting users with software and hardware problems, and ensuring the smooth operation of our company's IT systems.

Duties and Responsibilities

1. Provide technical support:
   Respond to user inquiries and troubleshoot technical issues promptly and effectively.
   Diagnose and resolve hardware and software problems related to desktops, laptops, printers, mobile devices, and other peripherals.
   Install, configure, and upgrade software applications, operating systems, and drivers.
   Assist with the setup and maintenance of network devices, such as routers, switches, and access points.

2. User assistance and training:
   Assist users with system and software usage, providing clear instructions and guidance.
   Conduct training sessions or create user documentation to help users become proficient in utilizing IT resources efficiently. Educate users on best practices for data security and backup procedures.

3. Incident management:
   Log all support requests and incidents accurately and prioritize them based on urgency and impact.
   Track and monitor the progress of support tickets, ensuring timely resolution and maintaining a high level of user satisfaction. Escalate complex or critical issues to appropriate teams or vendors, following established procedures.

4. IT infrastructure maintenance:
   Perform routine maintenance tasks, including system updates, patch management, and backups.
   Monitor system performance and proactively address any potential issues.
   Collaborate with the IT team to identify opportunities for system improvements and propose effective solutions.

5. Documentation and knowledge sharing:
   Create and maintain comprehensive documentation of IT systems, procedures, and troubleshooting guides. Share knowledge and expertise with team members through training sessions and documentation updates.

Job Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Proven experience working in an IT support role or similar position.
• Strong knowledge of computer hardware, software, and networking technologies.
• Proficiency in troubleshooting Windows and Mac operating systems, Microsoft Office suite, and common software applications. Familiarity with Active Directory, network protocols (TCP/IP, DNS, DHCP), and remote support tools.Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills with the ability to explain technical concepts to non-technical users. Ability to work independently and prioritize tasks effectively.
• Sober habits and professional conduct.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.