IT Support Technician

IT SUPPORT TECHNICIAN

JOB SUMMARY

Massy Ltd. is looking for a suitably qualified applicant to fill the post of IT Support Technician in its Information Technology Department. The successful candidate will be responsible for delivering Tier 1 and Tier 2 technical support to users across multiple business locations, delivering both onsite and remote assistance. The role is responsible for resolving technical issues, maintaining end-user devices, environmental monitoring, and overall stability and continuous improvement of the IT environment.

The incumbent will troubleshoot hardware, software, and network issues, support Microsoft Windows, MacOS and Microsoft 365 environments, assist with user administration, maintain accurate IT asset and inventory records, monitor technology service availability, and provide exceptional customer service while maintaining agreed service levels.

MAIN RESPONSIBILITIES

End User Support

• Provide Tier 1 and Tier 2 technical support to users across multiple business locations through onsite and remote assistance.
• Diagnose and resolve hardware, software, operating system, printer, and peripheral issues in a timely manner.
• Respond to incident and service requests in accordance with established service levels and ensuring excellent customer satisfaction.
• Escalate complex or unresolved technical issues to senior IT staff or third-party vendors when required.
• Maintain accurate service desk tickets, troubleshooting notes, and resolution documentation.
• Ensure users are kept informed of the status and expected resolution of reported incidents and requests.

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Desktop & Systems Administration

• Install, configure, and maintain end-user devices, peripherals, and meeting room technologies.
• Support Microsoft 365 applications and other approved business applications.
• Perform authorized Active Directory administration including the creation, modification, and maintenance of user and group objects.
• Configure workstations, docking stations, monitors, printers, desk phones and other end-user equipment.
• Support workstation deployments, replacements, upgrades, and preventative maintenance activities.

Remote Support & Customer Service

• Deliver professional remote technical support using approved remote assistance tools.
• Communicate technical information clearly and professionally to users of varying technical abilities.
• Keep users informed of progress, expected resolution times, and follow-up actions.
• Build positive working relationships with users through courteous and responsive service.

IT Operations Support

• Assist with routine maintenance activities, software updates, and operating system patching.
• Support network connectivity troubleshooting, including wired, wireless, VPN, and remote access issues.
• Assist with endpoint security activities, including antivirus, endpoint protection, and security compliance.
• Support meeting room technology, mobile devices, and other workplace technology solutions.
• Maintain accurate records of IT assets, user records, and deployed equipment.

Documentation & Continuous Improvement

• Maintain technical documentation, knowledge base articles, and standard operating procedures.
• Contribute to IT projects and technology upgrades.
• Maintain awareness of emerging technologies and continually develop technical skills.

ESSENTIAL JOB REQUIREMENTS

• Associate degree or Diploma in Information Technology, Computer Science, or a related discipline (or equivalent experience).
• Minimum three (3) years of experience providing IT Service Desk Support.
• Strong experience supporting Microsoft Windows 10/11 environments.
• Experience supporting Microsoft 365 applications and services.
• Experience with Active Directory user administration.
• Experience providing remote technical support using remote assistance tools.

KEY COMPETENCIES

• Strong technical troubleshooting and analytical skills.
• Excellent verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users.
• Customer-focused with a professional, courteous, and service-oriented approach.
• Strong organizational and time management skills with the ability to prioritize multiple support requests.
• Ability to work independently while collaborating effectively within a team.
• High level of accountability, professionalism, and attention to detail.
• Adaptable and willing to learn new technologies and support processes.
• Ability to travel between company locations.
• Proficiency in troubleshooting and resolving hardware, software, operating system, printer and peripheral issues.
• Strong working knowledge of Microsoft Windows 10/11, MacOS and Microsoft 365 applications and services.
• Working knowledge of Active Directory administration, including user accounts, groups, permissions and access management.
• Knowledge of network troubleshooting, including TCP/IP, DNS, DHCP, VPN, Wi-Fi and remote connectivity.
• Proficiency in IT Service Management (ITSM), remote support and asset management tools, including incident documentation, equipment tracking and service-level management.

INTERESTED AND QUALIFIED CANDIDATES:

Please submit your detailed application by October 26th 2026.

Only suitable candidates will be shortlisted and contacted for an interview.