IT Support Specialist

Responsibilities:

User Support & Helpdesk Operations:

• Provide technical support to staff via phone, email, or in-person.
• Diagnose and resolve hardware and software issues.
• Log, track, and manage incidents using a helpdesk or ticketing system.
• Escalate unresolved issues to higher-level support where necessary.
• Ensure timely resolution in line with agreed service levels.

Hardware & Software Support:

• Install, configure, and maintain: Computers (desktops/laptops), Printers and scanners, Mobile devices
• Troubleshoot operating systems (Windows, macOS).
• Install and update software applications.

Network Support:

• Support LAN/WAN connectivity.
• Troubleshoot internet and network-related issues.
• Assist with router, switch, and Wi-Fi configuration.
• Monitor network performance and report anomalies.

System Maintenance & Monitoring:

• Perform routine system checks and maintenance.
• Monitor system performance and uptime.
• Ensure systems are updated with the latest patches and antivirus definitions.
• Maintain backup systems and verify backup integrity.

User Account Management:

• Create, modify, and deactivate user accounts.
• Manage passwords and access permissions.
• Ensure compliance with IT security policies.

IT Asset Management:

• Maintain inventory of IT equipment and software licenses.
• Track asset allocation and usage.
• Ensure proper tagging and documentation of assets.

Cybersecurity & Compliance:

• Enforce IT security policies.
• Support antivirus and endpoint protection systems.
• Identify and report security vulnerabilities.
• Educate users on cybersecurity best practices.

Documentation & Reporting:

• Maintain records of incidents, resolutions, and system changes.
• Update IT support documentation and SOPs.
• Prepare periodic reports on support performance and recurring issues.

Support for Business Applications:

• Provide support for ERP systems and business applications.
• Assist users with system-related challenges.
• Coordinate with vendors for application support when required.

Requirements:

• Minimum of 3 years of experience
• Minimum of a BSc.