Department: IT Infrastructure

Job title: IT Support

Reports to: IT Technical Support Team Lead

Job purpose/Summary:

This job position provides the assisting in IT infrastructure projects in the area of Windows Systems Administration, Technical Support Services, Configuration backups, IP Telephony and applications. Also handle the process of Data Center Operations and Monitoring.

Duties and responsibilities:

1. Provide support for first line IT requests and document support calls and their outcome to facilitate the resolution of common queries.
2. Redirect or escalate support requests to the IT Manager.
3. Pro-actively provide information to users on the progress of outstanding support calls.
4. Deploy Microsoft Windows PCs, Tablet and mobile phones and associated peripherals including new installations and the redeployment of existing equipment to agreed standards and configurations.
5. Install and configure computer hardware, software, systems, networks, printers and scanners.
6. Investigate, diagnose and solve computer software and hardware faults.
7. Maintain the existing PCs and peripherals to agreed standards by performing upgrades, new installations and carrying out routine procedures such as backups.
8. Assist in the compilation and maintenance of an accurate inventory of hardware and software
9. Repair and where necessary report hardware faults to third party companies, return hardware to third party companies for repair if necessary, and ensure the faults are completed.
10. Assist in developing staff by designing and conducting application and desktop training programmers; providing references and support.
11. Maintain network and device security to set policies whilst maintaining documentation.
12. Maintain personal and professional development to meet the changing demands of the job.
13. Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this job.
14. Such other duties requested by the IT Manager and Strategy and Communications Director commensurate with the post

Qualifications

• Education: Diploma or Bachelors in Computer Science
• Skills and abilities: General awareness of computer systems, PC repair, and basic networking, Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise, Ability deploy, configure, and support operating systems on desktop and mobile and understanding and appreciation for information security within systems and user devices.
• Experience: 1-2 Years experience in IT Helpdesk or IT Support Teams.
• Specialized knowledge: IT Helpdesk, CompTIA A+ & Network+
• Professional Certification: MCP, CompTIA A+, Network+ certifications are preferred