Job Description

IT Support Executive

We are seeking a skilled and proactive IT Support Executive to provide technical support to internal users and external partners. The role focuses on maintaining the efficiency and reliability of systems, hardware, and software while ensuring seamless IT operations across the organisation. You will be responsible for troubleshooting, resolving issues, and implementing solutions to maintain high service availability and productivity.

Main Responsibilities

• Technical Support: Respond promptly to user queries and system alerts via phone, email, or in person, providing assistance on hardware, software, and network-related issues.
• Incident Management: Diagnose, troubleshoot, and resolve technical incidents; escalate complex issues when required.
• Hardware & Software Maintenance: Install, configure, and update software applications and operating systems; perform hardware upgrades and repairs.
• User Training & Support: Provide guidance and training to users on new software, systems, or tools to enhance efficiency.
• User Account Management: Create, modify, and deactivate user accounts; ensure compliance with organisational access and security policies.
• IT Asset Management: Maintain an up-to-date inventory of IT assets, including hardware, software licences, and peripherals.
• System Monitoring: Continuously monitor system performance and conduct routine maintenance to ensure optimal operation.
• Security Compliance: Support the implementation of IT security protocols, policies, and procedures.
• Collaboration: Work closely with IT colleagues and other departments to address cross-functional issues; liaise with external vendors for technical support when necessary.
• On-Call Support: Participate in the on-call rotation schedule to provide after-hours assistance for critical issues.
• Perform any other duties related to the role as needed.

Education & Qualifications

• A Bachelor's degree in Computer Science, Information Technology, or a related IT field is preferred. A Diploma in IT or a related field will also be considered.
• Knowledge of Azure and Active Directory
• Knowledge of CCNA and CompTIA concepts or certifications.
• Familiarity with ITIL or other IT service management frameworks is an advantage.
• Certifications such as CompTIA A+, MCITP, or equivalent are considered assets.
• Good understanding of networking concepts, including TCP/IP, DNS, DHCP, LAN/WAN, routers, switches, and wireless technologies.
• Valid Category B driving licence

Experience

• At least 1 year of experience in IT helpdesk or technical support is preferred. Experience gained through an apprenticeship or similar practical training will also be considered.
• Candidates without previous professional experience may be considered, as full training will be provided to the right candidate.
• Hands-on experience installing, configuring, and maintaining software applications, operating systems, and hardware components.
• Basic knowledge of MSSQL queries is considered an advantage.

Core Competencies

• Attention to Detail
• Active Listening
• Problem Analysis
• Technical Proficiency
• Strong troubleshooting and problem-solving skills
• Strong knowledge of Windows operating systems and troubleshooting
• Ability to diagnose and resolve hardware issues, including computers, printers, scanners, and peripherals
• Ability to manage user accounts, permissions, and access controls
• Good communication and interpersonal skills
• Proactive approach to identifying and resolving technical issues

Non-Negotiable Requirements

• A relevant IT qualification, preferably a Degree in IT or a related field. A Diploma will also be considered.
• Valid Category B driving licence.
• Knowledge of Azure, Active Directory, CCNA, and CompTIA.
• The candidate must already be residing in Malta or be willing to relocate within a few weeks. Only candidates eligible for a Change in Employer work permit will be considered for this role.

Negotiable Requirements

• Previous experience is preferred, with the ideal candidate having at least 1 year of experience in IT helpdesk support, including experience gained through an apprenticeship.
• Candidates without previous experience may also be considered, as full training will be provided.

Benefits

• Health Insurance
• Cloudigo
• Free Parking