Technical Support
Provide first-line support for all IT helpdesk queries (onsite and remote).
Troubleshoot and resolve hardware, software, account, and basic network issues.
Install, configure, and maintain laptops, desktops, mobile devices, and peripherals.
Support operating systems, business applications, productivity tools, and email platforms.
Assist with user account setups, password resets, and access troubleshooting.
Log, track, and manage IT service tickets using the approved ticketing platform.

Systems, Network & Infrastructure Administration

Monitor performance and availability of servers, network devices, Wi-Fi, and firewalls.
Manage user provisioning, group access, and permissions in Active Directory / Azure AD.
Perform routine system checks, monitor IT health indicators, and escalate risks.
Support backup operations, restoration testing, and disaster recovery activities.
Security & Compliance
Apply cybersecurity controls including antivirus, patches, MFA, and access restrictions.
Assist with compliance to IT policies, data protection requirements, and regulatory standards.
Conduct periodic system audits and maintain accurate documentation.
Identify opportunities to enhance IT security and reduce vulnerabilities.
Asset & Vendor Management

Maintain a complete and accurate inventory of all IT hardware and software.
Manage procurement, license renewals, warranty tracking, and equipment lifecycle processes.
Coordinate with external vendors for repairs, replacements, and escalations.
Track asset status, requests, and updates through the approved tracking system.
User Training, Documentation & Continuous Improvement
Provide training and guidance to staff on IT systems, tools, and best practices.
Create and maintain IT guides, SOPs, quick reference documents, and knowledge-base content.
Support onboarding and offboarding from an IT perspective, including device setup and access removal.
Identify inefficiencies in IT support processes and recommend improvements to optimise workflows and user experience.
Stay updated with modern IT practices and emerging technologies to recommend relevant enhancements.

Daily Operational Checks

Switch on all office TVs, monitors, and display screens each morning and verify functionality.
Shut down all TVs, monitors, and display screens at the end of day.
Conduct daily IT readiness checks to ensure smooth business operations.

MINIMUM REQUIREMENTS
Education
Higher Certificate or Diploma in Information Technology, Computer Science, or a related field.
Equivalent work experience will be considered.
Experience

At least 1 year of experience in IT support, helpdesk, or system administration.
Experience using a digital platform for ticket logging and workflow tracking.

Technical Skills

Strong hardware and software troubleshooting abilities.
Knowledge of:
- Windows & macOS operating systems
- Office 365 and cloud-based productivity tools
- Networking fundamentals (TCP/IP, DNS, DHCP)
- Active Directory / Azure AD
- Endpoint security and antivirus tools

Familiarity with remote support tools (e.g., TeamViewer, AnyDesk).
Experience with ITSM or workflow systems is beneficial.
Basic scripting knowledge is advantageous.

Behavioural Competencies
Strong problem-solving and analytical abilities.
High attention to detail and accuracy.
Ability to work independently and collaboratively.
Excellent communication and customer service orientation.
Accountability, reliability, and strong sense of urgency.
Service-driven and patient.
Proactive in identifying issues early and initiating improvements