Educational Qualification:
Bachelor’s degree in Information Technology (IT), Computer Science, or a related field. Diploma or certificate in IT, Computer Hardware, Networking, or a related discipline is an advantage.
Experience:
Minimum 2 years of experience in IT support, helpdesk, or technical support is preferred. Experience in providing end-user support and resolving basic IT issues is an advantage.
Job-Related Knowledge/Specific Skills:
- Understanding of endpoint technologies (Windows, macOS, mobile devices).
- Knowledge of network fundamentals (LAN/Wi-Fi/VPN, TCP/IP, DNS, DHCP).
- Familiarity with server, cloud, and identity systems (AD, Azure AD, M365).
- Understanding of endpoint security (AV, EDR, encryption, vulnerability patching).
Competencies
- Problem-Solving: Ability to identify, analyze, and resolve basic IT issues effectively.
- Communication Skills: Good verbal and written communication skills to assist end users.
- Teamwork: Ability to work collaboratively with IT team members and other departments.
- Time Management: Ability to prioritize support requests and complete assigned tasks on time.
- Attention to Detail: Ability to follow IT procedures accurately and maintain proper documentation.
- Adaptability and Learning Agility: Willingness to learn new technologies, systems, and IT support practices.
- Responsibility and Accountability: Ability to take ownership of assigned tasks and escalate unresolved issues appropriately.
- Confidentiality and Integrity: Ability to handle user information and company data responsibly while following IT security policies.
Duty & Responsibilities
- Report to ICT Infra Support Manager
- Provide first-level technical support to end users (desktop, laptop, printer, email, and application issues)
- Respond to IT support requests via ticketing system, email, phone, or walk-in.
- Assist users with account setup, password resets, and basic access issues (AD, email, VPN)
- Guide users on proper use of IT systems and security best practices
- Assist with installing, configuring, and maintaining desktops, laptops, printers, and peripherals.
- Support basic network troubleshooting (LAN, Wi-Fi, connectivity issues)
- Assist with routine server, backup, and monitoring tasks under supervision.
- Help maintain IT asset inventory and documentation.
- Follow IT policies, procedures, and security standards.
- Report security incidents, malware alerts, or suspicious activities to senior IT staff
- Assist with software updates, patching, and antivirus checks.
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