About the Role
As a vital member of the IT support team, you will engage in technical support and troubleshooting, network infrastructure maintenance, inventory management, and employee training. You will play a critical role in ensuring that hardware and network issues are resolved efficiently, supporting both individual employees and larger organizational projects while staying abreast of technological advancements.
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Key Responsibilities
Technical Support and Troubleshooting
- Respond to hardware-specific issues related to physical devices like computers, printers, and mobile devices.
- Address IT support issues including hardware, software, and network troubleshooting, resolving both device-level and application-level concerns for integrated IT support.
- Install, configure, and repair hardware and peripherals, ensuring device functionality.
Network Infrastructure Support
- Assist in setting up and maintaining network hardware (e.g., routers, switches).
- Troubleshoot basic network connectivity issues, escalating advanced problems to the network team.
- Oversee network infrastructure, managing configurations and security for reliable connectivity, and conduct advanced network troubleshooting.
Inventory and License Management
- Maintain inventory of physical IT hardware assets and manage both hardware and software assets.
- Track the usage and condition of hardware; assist in software compliance as needed.
- Coordinate with vendors on software renewals and ensure compliance with software licensing.
Project and Initiative Support
- Support hardware-focused projects, such as device upgrades and deployments.
- Lead or coordinate IT projects, including software rollouts and network expansions, assessing project requirements and planning resources.
Collaboration and Escalation
- Work with technical staff on hardware issues, escalating software or complex issues to ICT.
- Collaborate with both hardware and software specialists, resolving complex technical issues and escalating only high-level issues.
Employee Training and Support
- Provide training on hardware equipment, including device care and basic troubleshooting.
- Conduct training on software, IT policies, and security protocols, creating comprehensive guides for users covering IT equipment and application use.
Continuous Learning and Development
- Stay updated on hardware trends, device advancements, and peripheral compatibility.
- Explore new software, network technologies, and security practices, recommending technology strategies to enhance system efficiency and user experience.
