IT Support / Helpdesk Technician

Description

The IT Support / Helpdesk Technician will provide day-to-day technical support to the Company, supporting more than 300 users across multiple buildings. The technician will be responsible for receiving and resolving user support requests, maintaining IT equipment, troubleshooting hardware and software issues, managing support tickets, and assisting during Company events and conferences. The environment includes desktops, laptops, iPads, printers/copiers, Microsoft platforms such as Active Directory, file servers and Exchange, and Huawei Wi-Fi infrastructure. The Company follows ISO 27001 and ITIL standards. Minimum Candidate Requirements Age: 25–40 years. Experience: Minimum 2+ years of experience in IT Support and Helpdesk. Education: Bachelor's degree or higher in Information Technology or equivalent. Experience Evidence: Candidate must have proven records of completed IT support/helpdesk assignments or projects. Preferred Professional Certifications: * CompTIA A+ * CompTIA Network+ (N+) * Microsoft Azure Fundamentals * Microsoft 365 Certified: Modern Desktop * ITIL Foundation

Requirements

-Provide onsite support for Microsoft and non-Microsoft technologies. -Serve as the first point of contact for end users by receiving, logging, tracking, and resolving IT support calls and service requests. -Maintain and regularly update the helpdesk/ticketing system, ensuring all incidents, requests, actions, and resolutions are properly documented. -Analyse, troubleshoot, and resolve hardware, software, network, application, and user-related technical issues. -Resolve technical issues remotely, over the telephone, or onsite as appropriate. -Support Microsoft 365, Azure Active Directory / Microsoft Entra ID, and Microsoft Intune. -Support and troubleshoot Windows Server environments and related Microsoft infrastructure. -Install, configure, maintain, and troubleshoot Windows 10 and Windows 11 desktops and laptops. -Install, configure, upgrade, and maintain operating systems, business applications, in-house applications, and other required software. -Configure email clients and troubleshoot email, account access, and Microsoft 365-related issues. -Support production applications, in-house systems, hardware, and networking solutions. -Configure user PCs, network devices, and peripherals within the organization's network environment. -Provide support for wired and wireless network connectivity and assist with Wi-Fi-related issues. -Troubleshoot and support telephone and VoIP systems. -Configure, install, maintain, and troubleshoot desktops, laptops, mobile devices, printers, copiers, scanners, and multifunction plotters. -Carry out regular maintenance and servicing of multifunction printers, scanners, plotters, and related equipment. -Reload operating systems, applications, and system images when required. -Maintain required system images, patches, updates, utilities, and software resources in accordance with organizational standards. -Maintain existing PCs, desktops, laptops, and other IT equipment to ensure reliable operation. -Maintain a complete, accurate, and organized IT hardware inventory, including equipment allocation and status. -Coordinate with hardware suppliers and service providers regarding warranties, repairs, maintenance, and equipment replacement. -Take ownership of assigned incidents and requests through resolution and escalate technical or administrative issues to the appropriate support team or Systems Manager when necessary. -Follow up with users to confirm that reported issues have been fully resolved. -Provide timely and accurate technical feedback and status updates to end users and relevant stakeholders. -Track recurring technical issues, analyse root causes, and document corrective actions and solutions. -Maintain records of daily technical issues, communication activities, resolutions, and corrective actions. -Conduct periodic operational and system checks to support the continuity and availability of IT services. -Follow up on daily support cases and ensure all required actions are completed within the required timeframe. -Participate in upgrades and enhancements of existing systems, applications, hardware, and infrastructure. -Coordinate with the internal IT team during new system, software, hardware, and equipment rollouts. -Actively participate in ongoing and upcoming IT projects, implementations, migrations, and technical initiatives. -Provide technical support during organizational events, conferences, meetings, and urgent operational situations. -Prepare and maintain technical documentation, support reports, manuals, procedures, project feedback, and system records. -Maintain updated technical manuals, utilities, configuration records, and system/software resources. -Assist with the setup of IT equipment for employees, including cables, operating systems, mobile devices, peripherals, and required software. -Demonstrate strong critical thinking, rapid troubleshooting, analytical, and problem-solving skills. -Work effectively with internal teams, vendors, service providers, and other stakeholders to ensure timely resolution of IT issues and smooth delivery of IT services.

Skills

• Windows OS Installation & Configuration
• Helpdesk Ticketing System Management
• Incident Logging
• Microsoft 365 Support
• Microsoft Outlook / Email Troubleshooting
• Active Directory Fundamentals
• Wi-Fi Connectivity Troubleshooting
• Software Installation & Configuration
• Operating System Reinstallation
• Hardware Installation & Configuration
• Remote & Telephone User Support
• IT Inventory & Asset Tracking
• Technical Documentation
• Vendor & Warranty Support Coordination
• IT Rollout & Deployment Support
• Preventive IT Checks & Monitoring
• ITIL Service Management Knowledge
• ISO 27001 Awareness