IT Support

Job Description: IT Support

Job Summary

The IT Support Team is responsible for providing first-level technical support to end users, maintaining IT equipment and systems, troubleshooting hardware and software issues. The role involves managing service desk requests, user accounts, IT assets, and PC maintenance while ensuring compliance with company IT policies and security standards.

Key Responsibilities

1. Technical Support and Troubleshooting

•Respond to IT support requests from Calls/Teams/Email/service desk tickets, and end-user inquiries in a timely and professional manner.

•Diagnose and troubleshoot hardware, software, network, printer, email, and connectivity issues.

•Provide technical support for Microsoft 365, Outlook, email services, and business applications.

2. Software Installation

•Software installation and troubleshooting. generic terms Business & functional application.

•Ability to install, configure, troubleshoot, and support new software applications and emerging technologies.

•Proficient in installing, configuring, and troubleshooting Windows operating systems, including system formatting and reinstallation.

•Experienced in computer imaging and re-imaging, including OS deployment, system configuration, and standardized software installation.

3. IT Equipment and Asset Management

•Install, configure, upgrade, replace, and maintain desktop computers, laptops, printers, and other IT equipment.

•Maintain accurate IT asset inventories, equipment records, and hardware assignment details.

•Coordinate with vendors and service providers for hardware repairs, warranty claims, and technical support when required.

•Prepare and maintain meeting rooms, telepresence systems, projectors, TVs, and related IT equipment. Perform preventive maintenance, provide technical support and troubleshooting, and ensure all meeting room equipment is fully operational and ready for use.

•Perform scheduled preventive maintenance (PM) and corrective maintenance (CM) on printers and other IT equipment to ensure optimal performance, reliability, and operational continuity.

•Provide hardware and software support for Avaya VoIP systems, including configuration, troubleshooting, maintenance, and issue resolution.

4. User Account and Access Management

•Create, manage, and maintain user accounts, passwords.

•Assist with user onboarding and offboarding, including IT equipment allocation & collection.

•Ensure user access is managed in accordance with company policies and security requirements.

5. IT Security and Documentation

•Follow company IT security policies, procedures, and best practices to protect systems and user data.

•Escalate complex technical issues to senior IT staff or the relevant support team, when necessary, with tried solutions.

•Basic Knowledge of computer security.

6. General IT Operations

•Assist with the maintenance and smooth operation of IT systems and end-user computing environments.

•Coordinate with internal departments and external service providers to resolve technical issues.

•Perform additional IT-related duties and responsibilities as assigned by the IT Manager.