Job Purpose

The IT Support Technician is responsible for providing first- and second-line technical support to end users across the organization. This role ensures the smooth operation of IT systems, resolves technical issues efficiently, and supports infrastructure, security, and compliance standards.

Principal Accountabilities

• Provision of first- and second-line technical support for users of hardware and software systems to provide prompt resolution of technical problems.
• Perform diagnostic tests, modifications, or repairs to software and hardware; replacing or recommending alternatives as needed to restore and improve functionality.
• Install, maintain & support a variety of desktop, laptop, network hardware & software systems within the company to maintain provision of IT facilities.
• Manage & Monitor Helpdesk calls and logs and take appropriate action to ensure satisfactory response to set Service Level Agreements (SLA) and Key Performance Indicators (KPI).
• Maintains inventory asset lists of IT equipment to ensure compliance with business processes and internal audit requirements.
• Ensure software compliance processes are followed and catalogued to maintain compliance.
• Maintain IT hardware and operating systems to industry standards to ensure continued service support.
• Train users on internal IT systems.
• Creation of I.T documentation to assist in building out of current I.T knowledge base.
• Work in accordance with Company Quality Standards, procedures and processes and comply with the requirements of Good Documentation Practice (GDP) and Good Manufacturing Practice (GMP).
• Adhere to the standards of behaviours, policies and procedures as laid out in the employee handbook.
• All other essential duties as directed.