Key Responsibilities

User Support & Issue Resolution

Provide first-line support for hardware, software, and system-related issues across all locations.

Log, track, and resolve service requests using ITSM tools in accordance with SLAs.

Escalate complex incidents to appropriate support levels while maintaining communication with users.

Device & Software Maintenance

Install, configure, and troubleshoot desktops, laptops, printers, and standard applications.

Perform regular updates and health checks on endpoint devices.

Maintain antivirus and system patches to ensure secure and up-to-date systems.

Asset & Inventory Tracking

Tag and register all issued IT equipment, ensuring inventory accuracy.

Maintain logs for device assignments, returns, and transfers between locations.

Assist with year-end or ad-hoc audits by providing updated asset records.

Office & Site Support

Support setup and connectivity for temporary project sites, meeting rooms, and remote users.

Respond quickly to site-specific technical issues that could impact business operations.

Coordinate with central IT or vendors for repairs and replacements.

Process Compliance & Reporting

Follow SOPs and checklists to ensure standardization of support activities.

Document all completed tasks, configurations, and resolutions in the ITSM system.

Assist in preparing weekly or monthly support performance summaries.

Qualifications & Experience

Educational Background

Diploma/Degree in Information Technology or Computer Science or equivalent.

Specialised Knowledge and/or experience in:

Installation and configuration of both Microsoft Windows and Linux OS

Managing and Active Directory environment

Managing Microsoft 365 and related services

Managing an endpoint Antivirus system

Windows Cluster, SQL Cluster, SAN and Server Load Balancer would be an added advantage.

Essential Skills/Abilities

Analytical Thinking And Problem Solving

Compliance

Creativity & Innovation

Initiative

Job Knowledge

Planning & Organizing

Commitment & Accountability

Continuous Learning

Experience Requirements

Minimum 2 years working experience in a related field is required.