Technical Support Specialist (IT Technician)

NATURE AND SCOPE:

The Technical Support Specialist (IT Technician) is responsible for installing, maintaining, and repairing hardware & software components of the organization's computers.

SHIFT:

8:30 AM - 5:30 PM

DESCRIPTION OF DUTIES:

- Answer incoming customer calls, determine their requirements, and provide technical support to clients and on-site users.

- Monitor and update Helpdesk requests in real time while proactively addressing client requests and concerns.

- Troubleshoot, diagnose, and resolve hardware, software, and desktop-related issues, including repairing or replacing faulty components where necessary.

- Escalate advanced desktop and technical issues to the appropriate level when required.

- Set up and configure workstations, computers, peripherals, and other IT equipment, ensuring all equipment is properly connected and functional.

- Check computer hardware, including hard drives, mice, keyboards, printers, routers, and other peripherals, to ensure proper functionality.

- Install and configure approved software, drivers, and tools according to work instructions and specifications, with prior approval from the Technical Support Supervisor.

- Provide users with orientation and guidance on operating new software, computer equipment, and related systems.

- Perform daily inventory checks and maintain accurate records of IT equipment.

- Coordinate with the Technical Support Supervisor and team to address network abnormalities and other technical issues in a timely manner.

MINIMUM QUALIFICATION REQUIREMENTS:

- Relevant IT Certifications (e.g. CompTIA A+, Microsoft Certified IT Professional)

- Diploma in computer-related courses or their equivalent

- Basic knowledge of and experience with small networks

- At least 6 months - 1 year work experience in a related field of work.

SKILLS:

- Diagnostic & Problem-Solving: Excellent diagnostic, troubleshooting, and problem-solving skills, with the ability to identify issues and implement effective solutions.

- Organization & Time Management: Strong organizational and time-management skills, with the ability to prioritize tasks and manage multiple technical requests efficiently.

- Operating Systems: Knowledgeable in Windows operating systems, including installation, configuration, maintenance, and troubleshooting.

- Hardware & Peripheral Support: Skilled in the installation, maintenance, diagnostics, and troubleshooting of computers, printers, routers, and other peripheral devices.

- Microsoft Applications: Proficient in Microsoft Office Suite and other Microsoft applications.

- Technical Support: Familiar with IT policies, procedures, user expectations, and standard technical support practices.

- Technology Awareness: Keeps up to date with emerging technologies and developments in the IT field.

- Communication: Ability to communicate technical information clearly and effectively, both verbally and in writing, to individuals and groups.

- Proactive Approach: Ability to anticipate potential technical issues, assess situations, and take appropriate action to minimize disruptions and prevent recurring problems.