- Technical Support & Troubleshooting:
- Provide first-level and second-level support for hardware, software, and network issues.
- Respond to and resolve IT support tickets promptly and efficiently.
- Assist end-users with technical issues via phone, email, or in person.
- System Maintenance:
- Monitor and maintain IT systems, including desktops, laptops, servers, and network devices.
- Install, configure, and upgrade software and hardware as needed.
- Perform routine system checks and updates to ensure optimal performance.
- Network Management:
- Troubleshoot network connectivity issues and coordinate with vendors or ISPs when necessary.
- Support the maintenance of LAN/WAN infrastructure, VPN connections, and wireless networks.
- IT Asset Management:
- Maintain an inventory of IT assets, including hardware, software licenses, and peripherals.
- Coordinate with vendors for procurement and servicing of IT equipment.
- Security & Compliance:
- Implement and monitor cybersecurity measures, including antivirus software and firewalls.
- Ensure compliance with organizational IT policies and standards.
- Conduct data backups and recovery processes.
Qualifications & Skills:
- Education:
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Experience:
- Minimum 10 years of proven experience in IT support or a similar role.
- Technical Skills:
- Proficiency in Windows, macOS, and/or Linux operating systems.
- Familiarity with Active Directory, Office 365, and cloud-based platforms.
- Knowledge of networking concepts, including TCP/IP, DNS, DHCP, and VPNs.
- Experience with IT ticketing systems (e.g., ServiceNow, Zendesk).
- Soft Skills:
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Ability to prioritize tasks and manage time effectively.
- Certifications (Preferred):
- CompTIA A+, Network+, or Security+.
- Microsoft Certified: Modern Desktop Administrator Associate.
- ITIL Foundation Certification.