IT Support Officer

Reports To: Senior IT Manager

Key Duties & Responsibilities

1. Technical Support

• Respond to and resolve IT-related incidents and service requests promptly.
• Provide first-line support for hardware, software, and networking issues.
• Troubleshoot and diagnose problems with computers, printers, phones, and other IT equipment.

2. System Maintenance

• Perform routine maintenance and updates for IT hardware and software.
• Monitor and maintain computer systems, networks, and servers.
• Assist with system upgrades, installations, and migrations as required.

3. User Support and Training

• Provide training and support to end-users on IT systems and software applications.
• Develop and maintain user guides, FAQs, and training materials.

4. Documentation and Reporting

• Maintain accurate records of IT issues, resolutions, and system configurations.
• Document recurring issues to identify trends and recommend improvements.
• Prepare and submit regular reports on IT support activities and system performance.

5. Asset and Inventory Management

• Maintain an up-to-date inventory of IT equipment and software licenses.
• Assist in the procurement and deployment of IT assets.

6. Network and Security Management

• Assist in monitoring network performance and connectivity.
• Ensure system and data security by implementing appropriate policies and procedures.
• Support the management of backups, antivirus software, and patch updates.

Person Specifications

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Relevant IT certifications (e.g., CompTIA A+, Microsoft, Cisco) are a plus.

Experience

• 1–3 years of experience in IT support or a similar role.
• Hands-on experience with troubleshooting hardware, software, and network issues.

Skills Required

• Proficiency in Windows or Linux operating systems.
• Familiarity with IT ticketing systems and remote support tools.
• Knowledge of basic networking concepts (LAN, WAN, VPN).
• Understanding of cybersecurity practices and tools.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal abilities.
• Ability to prioritize and handle multiple tasks under pressure.

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