IT Technican

Introduction

Our client is seeking an enthusiastic Frontline IT Support Technician to deliver first-level support to their users.

The ideal candidate will have a strong passion for technology, outstanding problem-solving abilities, and a commitment to providing top-notch customer service.

As the primary point of contact for technical support, this role involves diagnosing and resolving various IT issues while escalating more complex matters to higher-level support.

Duties & Responsibilities

• First-line Support – Serve as the initial contact for users via phone, email, or ticketing systems, ensuring prompt assistance with IT inquiries.
• Issue Resolution – Troubleshoot and resolve basic hardware, software, and network issues, such as password resets, printer troubleshooting, software installations, and user account management.
• Escalation – Identify and escalate unresolved or complex issues to the appropriate second-line or back-line support teams.
• Ticket Management – Log, track, and prioritise support tickets to ensure timely resolution in accordance with predefined SLAs.
• User Onboarding – Assist in setting up new user accounts, configuring systems, and providing orientation on IT resources and tools.
• System Monitoring – Conduct routine system checks and monitoring to proactively identify and address potential issues.
• Software and Hardware Installation – Support the installation, configuration, and updating of software and hardware as needed.
• Customer Service – Maintain a high level of customer satisfaction by providing friendly, courteous, and timely responses to user inquiries.

Desired Experience & Qualifications

• Basic understanding of IT infrastructure, including Windows/Mac operating systems, Office 365, email systems, networking (Wi-Fi, LAN), and remote access tools.
• Familiarity with troubleshooting techniques for common hardware (PCs, printers, peripherals) and software issues.
• Experience with IT ticketing systems (e.g., ServiceNow, Jira, Zendesk).
• 1+ years of experience in an IT support or help desk role preferred.
• Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent.
• ITIL Foundation certification is advantageous.
• Experience with mobile device management tools.
• Familiarity with remote support tools like TeamViewer, AnyDesk, or Microsoft Remote Desktop.