Job Number:

1-Technical Support:

·Provide advanced technical support for hardware, software, and network-related issues across the organization.

·Troubleshoot escalated incidents and ensure timely resolution based on SLAs.

·Assist end users with complex technical problems and deliver high-quality service.

2-System Maintenance and Monitoring:

·Perform routine system checks, software updates, and patch management.

·Monitor system performance and proactively address potential issues.

·Ensure that all systems are functioning efficiently and securely.

3-User and Access Management:

·Manage user accounts, permissions, and access rights across systems and applications.

·Support onboarding and offboarding processes including hardware/software setup.

·Enforce IT policies regarding user access and security compliance.

4-Documentation and Reporting:

·Document incidents, resolutions, and procedures for future reference.

·Prepare weekly/monthly reports on support tickets, trends, and system performance.

·Update the IT knowledge base with new solutions and troubleshooting steps.

5-Coordination and Communication:

·Collaborate with different IT teams (infrastructure, security, applications) for complex issues.

·Communicate effectively with end users to understand issues and explain solutions clearly.

·Provide feedback to improve service delivery and end-user experience.

6-Asset and Inventory Management:

·Support IT asset lifecycle including issuance, tracking, and decommissioning.

·Ensure accurate inventory of IT equipment and timely updates in the asset management system.

·Assist in procurement and vendor coordination for IT supplies and services.

Minimum

- Years of experience:

1 - 3

- Academic Qualifications:

Bachelor's degree in Information Technology, Computer Science, or a related field

- Professional Certificates:

Cisco Certified Network Associate (CCNA)

VMware Certified Professional (VCP)

CompTIA Network+ / Security+

- Language proficiency:

Intermediate at English

- Computer skills:

Basic networking knowledge (TCP/IP, DNS, DHCP)

Experience with ticketing systems