Job Description

The IT Support Officer will be responsible for providing comprehensive technical assistance across the organization, ensuring the seamless operation of IT systems, hardware, software, and networks. This role involves troubleshooting, system maintenance, user support, and managing IT resources to maintain efficiency and reliability in day-to-day operations.

Key Responsibilities:

1. Network Support and Management

• Maintain and monitor LAN/WAN connectivity, routers, switches, and firewalls.
• Troubleshoot network issues and ensure minimal downtime.
• Support and manage Wi-Fi infrastructure across offices.

2. Hardware Support

• Install, configure, and maintain desktops, laptops, printers, and peripherals.
• Diagnose and resolve hardware malfunctions in a timely manner.
• Coordinate with vendors for repairs and warranty claims.

3. Software and OS Installations

• Install and configure operating systems (Windows, macOS, Linux as applicable).
• Manage updates, licenses, and software deployments.
• Support installation and maintenance of business applications.

4. Technical Support

• Provide first and second-level support to end-users for IT-related issues.
• Respond to service requests via ticketing system, email, or calls.
• Escalate unresolved issues to higher-level support when necessary.

5. Inventory Management

• Maintain up-to-date IT asset records, including hardware and software inventory.
• Track issuance and return of IT equipment.
• Conduct periodic audits to ensure accuracy.

6. Data Backups and Security

• Ensure regular system and data backups.
• Support implementation of cybersecurity measures.
• Coordinate with IT management for data recovery and disaster recovery processes.

7. Microsoft 365 Management

• Administer and support M365 environment (Outlook, Teams, SharePoint, OneDrive).
• Manage user accounts, permissions, and licenses.
• Provide training and support for M365 tools.

8. Email Setup and Management

• Configure email accounts and troubleshoot issues across devices.
• Maintain email security, spam filters, and distribution lists.

9. Technical Evaluation

• Evaluate new IT equipment and software solutions.
• Provide recommendations for technology upgrades and improvements.

10. Troubleshooting and Maintenance

• Diagnose and resolve IT incidents and system errors.
• Perform regular maintenance and updates to ensure systems are optimized.

11. Wi-Fi Management

• Oversee configuration and maintenance of wireless networks.
• Monitor performance and security of Wi-Fi access points.

Qualifications & Skills:

• Bachelors degree in Computer Science, Information Technology, or related field.
• 2 to 4 years of experience in IT support or a similar role.
• Strong knowledge of networking, hardware, and operating systems.
• Experience with M365 administration and email systems.
• Excellent problem-solving, analytical, and communication skills.
• Ability to prioritize and manage multiple tasks efficiently.

Preferred Certifications (Optional):

• CompTIA A+ / Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation Certification