Mô tả công việc
JOB SUMMARY
- Responsible as the frontline troubleshooter for the organization's technology, diagnose and resolve hardware, software, and network issues.
JOB RESPONSIBILITIES
- User Support: act as the primary point of contact for IT issues, providing timely technical assistance via ticketing systems, chat, or in person.
- System Troubleshooting: diagnose and resolve hardware failures, software glitches, operating system errors, and network connectivity problems.
- Infrastructure Management: set up, configure, and maintain computers, servers, printers, and network devices (routers, switches).
- Access Management: provision and deprovision of user accounts, managing permissions, and enforcing password policies.
- Resolve end‑user help requests and support deployed technologies.
- Report incidents and problems to HOD for escalation where necessary.
- Generate periodic reports for decision making.
- Install and upgrade software as required.
- Support application installation and troubleshooting activities.
- Perform endpoint hardware and software support.
- Perform any other duties or responsibilities as may be assigned.
COMPETENCE REQUIREMENTS
- Strong knowledge of computer hardware, software, networking, and IT support systems.
- Proficiency in Microsoft Office applications, Windows operating systems, and common business software.
- Excellent troubleshooting, analytical, and problem‑solving skills.
- Strong attention to detail and ability to diagnose and resolve technical issues efficiently.
- Knowledge of cybersecurity principles, data protection, and IT best practices.
- Ability to manage multiple tasks, prioritize effectively, and work under pressure.
- High level of integrity, professionalism, and commitment to service excellence.
QUALIFICATION/EXPERIENCE
- B.Sc./HND in Computer Science, Information Technology or related field.
- Systems Knowledge: Proficiency with Windows/macOS, Active Directory, Office 365, and ticketing systems (e.g., Jira, ServiceNow, FreshService).
- Networking: Clear understanding of TCP/IP, DNS, DHCP, VPNs, and basic router/switch configuration.
- 0‑3 years in significant support experience with the ability to provide technical support to non‑technical users.
- Experience in Manufacturing, FMCG, Production operations, or similar industries, is highly preferred.
- High degree of professionalism in dealing with diverse groups of people.
- Excellent communication skills and perfect command of the English language.