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Key Responsibilities
End-User Support (Onsite & Remote)
- Provide Level 1 IT support for incidents and service requests via phone, email, chat, and ticketing system.
- Troubleshoot common issues with Windows/macOS, standard business applications (e.g., Microsoft 365), and collaboration tools.
- Perform remote support using approved remote access tools to assist offsite users.
- Set up, configure, and troubleshoot desktops, laptops, monitors, mobile devices, and standard peripherals.
- Handle user account and access requests (e.g., password resets, basic access provisioning) following internal procedures.
- Escalate unresolved issues to Level 2/3 teams with clear troubleshooting notes and evidence.
Printer & Peripheral Support
- Install and configure local/network printers and drivers.
- Troubleshoot print issues (offline printer, queue stuck, driver errors, connectivity, basic hardware checks).
- Coordinate with vendors or facilities for hardware repair when needed.
Networking Skills
- Understanding of TCP/IP, DNS, DHCP, and basic network protocols
- Ability to configure and troubleshoot LAN/WAN connectivity
- Knowledge of network devices (switches, routers, access points)
- Basic troubleshooting of connectivity issues (ping, traceroute, ipconfig/ifconfig)
- Awareness of network cabling standards and patch panel management
- Ability to identify and resolve simple network faults
- Familiarity with Wi-Fi setup and troubleshooting
- Understanding of firewall basics and port management
Patching Skills
- Basic knowledge of operating system patching (Windows, macOS)
- Ability to follow patch management procedures
- Understanding of the importance of regular software updates for security
- Experience with tools like Windows Update, WSUS, SCCM and Manage Engine
- Ability to verify patch installation and troubleshoot failed updates
- Awareness of rollback procedures in case of patch issues
- Ability to communicate patch schedules and impacts to users
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Basic Door Access & CCTV Support
- Provide basic support for door access control (e.g., verifying access issues, basic checks, reporting faults, coordinating with vendors/security/admins).
- Provide basic support for CCTV access/viewing (e.g., assisting authorized staff with login/access issues, basic workstation/client troubleshooting, escalating system faults).
- Maintain confidentiality and follow company security policies when handling physical security-related requests.
IT Operations & Asset Handling
- Prepare and deploy devices for new joiners (imaging/build, baseline apps, updates).
- Maintain accurate IT asset inventory (devices, accessories, assigned users).
- Document fixes, FAQs, and known issues in the knowledge base.
- Follow IT policies for security, patching, antivirus, and acceptable use.
Site Audits & Compliance Checks
- Conduct scheduled and ad-hoc IT audits of the site environment:
- Hardware/software inventory validation, license posture checks, and asset labelling accuracy.
- Workstation health checks (disk space, encryption status, AV/EDR status, backup status where applicable).
- Server room/IDF/MDF checks: cleanliness, access control, rack/cabling condition, UPS status and alerts.
- Maintain audit evidence and remediation actions in the ticketing/ITSM system.
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Required Skills & Knowledge
Technical Skills (Must Have)
- 2+ years (or equivalent hands-on experience) in IT support / service desk / desktop support.
- Basic troubleshooting knowledge of:
- Windows 10/11 (and exposure to macOS is an advantage)
- Microsoft 365 apps (Outlook, Teams, OneDrive)
- Hardware troubleshooting (laptops/desktops, docks, monitors)
- Printers (network printing concepts, drivers, queues)
- Basic networking concepts (IP address, DNS, Wi-Fi, VPN, connectivity checks)
- Ability to support remote users and guide users clearly through troubleshooting steps.
Physical Security Systems (Basic)
- Basic familiarity with door access systems, UPS and CCTV viewing/access concepts (user access, client access, basic fault identification and escalation).
- Comfortable working with security/admin teams and vendors while following access controls.
Professional Skills
- Strong customer service mindset; able to communicate technical concepts in simple terms.
- Good ticket documentation and time management.
- Ability to prioritize multiple requests in a fast-paced environment.
Qualifications
- Bachelor’s degree in IT/Computer Science (or equivalent experience).
- Relevant entry-level certifications are beneficial (e.g., CompTIA A+, Microsoft fundamentals) but not mandatory.
- Willingness to work onsite as required and occasionally support after-hours activities (planned maintenance/onboarding) if needed.
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Skills
IT Support
Windows 10/11
macOS
Microsoft 365
Hardware Troubleshooting
Networking
TCP/IP
DNS
DHCP
Patch Management
Asset Management
CCTV Support
Door Access Control
Customer Service
ITSM
Troubleshooting
Location