IT SUPPORT OFFICER

Position Summary

Key Duties & Responsibilities

• Provide timely and effective first-line and second-line technical support for all IT-related incidents, including hardware, software, network, and system access issues.
• Diagnose, analyse, and resolve technical faults using structured troubleshooting methodologies while identifying root causes where possible.
• Escalate complex technical issues to the IT Manager or external service providers in accordance with established IT procedures.

• Install, configure, upgrade, and maintain desktops, laptops, printers, mobile devices, and other IT peripherals.
• Ensure all IT equipment operates efficiently and complies with organizational standards.
• Support software installation, updates, configuration, and performance optimization.

• Perform scheduled system maintenance activities, including:
  • Operating system updates
  • Security patch management
  • Antivirus monitoring
  • Performance checks
  • Preventive maintenance
• Minimize system downtime and ensure business continuity through proactive maintenance practices.

• Support and maintain:
  • Local Area Networks (LAN)
  • Wireless Networks (Wi-Fi)
  • Internet Connectivity
  • Basic Server Access
• Ensure stable, secure, and reliable connectivity throughout the organization.

• Manage the IT Helpdesk system by:
  • Logging support tickets
  • Tracking incidents
  • Prioritizing requests
  • Resolving technical issues within agreed Service Level Agreements (SLAs)
• Maintain accurate documentation of all incidents, troubleshooting activities, and resolutions.

• Support user lifecycle management, including:
  • Employee onboarding
  • Employee offboarding
  • User account creation
  • Access rights assignment
  • Password resets
  • System permissions management
• Ensure compliance with organizational IT security policies.

• Provide training and technical guidance to users on:
  • Business systems and applications
  • Cybersecurity awareness
  • IT best practices
  • Digital productivity tools
• Promote efficient and secure use of technology across departments.

• Enforce IT security standards and policies.
• Maintain compliance with:
  • Access control requirements
  • Data protection protocols
  • Device security standards
  • Internal IT governance policies
• Support cybersecurity awareness and risk reduction initiatives.

• Maintain accurate and up-to-date:
  • IT asset registers
  • Configuration records
  • System documentation
  • Support logs
• Ensure proper documentation for audit, compliance, and operational purposes.

• Proactively identify recurring technical issues, inefficiencies, and risks.
• Recommend sustainable technical solutions and process improvements to enhance IT service delivery and operational efficiency.
• Participate in continuous improvement initiatives and technology optimization projects.

• Support the implementation of:
  • System upgrades
  • Software rollouts
  • Infrastructure enhancement projects
  • Digital transformation initiatives
• Perform additional IT-related duties as assigned by management.

Application Process