SB: IT Support Technician

Key Responsibilities:

1. Support Request Management:
   • Respond promptly to incoming support requests via phone, email, or ticketing system.
   • Prioritize and manage multiple support requests to ensure timely resolutions.

1. Troubleshooting and Issue Resolution:
   • Diagnose and troubleshoot hardware and software issues for end users.
   • Provide guidance on resolving basic technical problems.
   • Escalate unresolved issues to higher-level support teams as necessary.
2. Site Preparation and Equipment Management:
   • Prepare, install, and configure desktop and laptop computers, printers, and peripherals at each project site.
   • Ensure that all systems are operational and optimized for user needs, addressing any installation challenges in real time.
3. Printer Configuration and Maintenance:
   • Configure network printers to ensure accessibility for all users.
   • Provide ongoing maintenance and troubleshooting support for printing issues.
4. Documentation and Reporting:
   • Maintain comprehensive documentation of support requests and resolutions within the ticketing system.
   • Generate regular reports detailing support activities, response times, and system performance metrics.
5. Collaboration and Team Participation:
   • Actively participate in team meetings, contributing to goals and initiatives.
   • Collaborate with other IT staff to enhance support processes and efficiency.
6. IT Asset Management:
   • Maintain accurate inventories of IT assets, including hardware and software licenses.
   • Assist with the procurement and lifecycle management of IT equipment.
7. Physical Site Support:
   • Provide on-site assistance for technical issues, including equipment installation and troubleshooting.
   • Travel to various locations as required to ensure all systems function optimally.
8. Customer Service Excellence:
   • Deliver high-quality customer service to all end users.
   • Build positive relationships with users to enhance satisfaction with IT services.

Additional Responsibilities:

• Conduct user training sessions on IT systems and software applications.
• Assist with network connectivity issues and ensure secure access to IT resources.
• Support IT projects and initiatives as directed by management.

Qualifications:

• Proven experience as an IT Technician or in a similar support role.
• Strong knowledge of computer systems, hardware, software, and networking.
• Excellent problem-solving abilities and attention to detail.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a collaborative team.
• Diploma in Information technology or higher.
• CompTIA A+, ITIL Foundation V3 Preferred