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AI Summary
Provide first-level technical support to end users via various channels to resolve hardware, software, and network issues. Manage user accounts and permissions while maintaining accurate incident records and supporting system maintenance.
We are seeking a customer-focused and technically skilled IT Help Desk Technician to provide first-line technical support to end users. This role is responsible for troubleshooting hardware, software, and network issues while ensuring a high level of customer satisfaction.
The ideal candidate has strong problem-solving abilities, excellent communication skills, and a passion for delivering efficient IT support services.
Key Responsibilities
- Provide first-level technical support via phone, email, chat, or ticketing system
- Diagnose and resolve hardware, software, and network issues
- Install, configure, and maintain desktops, laptops, printers, and mobile devices
- Manage user accounts, permissions, and access (Active Directory, Office 365, etc.)
- Escalate complex issues to higher-level IT support teams when necessary
- Maintain accurate records of incidents, requests, and resolutions
- Support system updates, patches, and routine maintenance
- Assist with onboarding and offboarding of employees (account setup, device provisioning)
- Ensure compliance with IT policies and security procedures
Qualifications
- Diploma or degree in Information Technology, Computer Science, or related field (or equivalent experience)
- 1–3+ years of experience in IT support or help desk roles
- Knowledge of Windows and macOS operating systems
- Familiarity with Microsoft 365, Active Directory, and ticketing systems
- Basic understanding of networking (TCP/IP, DNS, DHCP)
- Strong troubleshooting and diagnostic skills
- Excellent communication and customer service skills
Core Competencies
- Technical Troubleshooting
- Customer Service Excellence
- Time Management & Prioritisation
- Communication Skills
- Attention to Detail
- Adaptability
Preferred Qualifications
- IT certifications (CompTIA A+, Network+, Microsoft Certified, etc.)
- Experience with remote support tools
- Familiarity with ITIL framework or service management practices
Benefits
- Competitive hourly compensation
- Remote work flexibility
- Opportunities for certification and career development
- Exposure to diverse IT systems and technologies
- Supportive and collaborative team environment
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