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IT SUPPORT OFFICER

This role is very crucial in the running of the organization where it will be responsible for the monitoring and maintaining the organization computer systems and networks, so also will be responsible for diagnosing any hardware or software faults with these systems and will solve the issues either in person or over the phone.

 

Responsibilities

  • Installation & configuration of a company’s computer hardware operating systems and applications.
  • Maintenance and monitoring of computer networks and systems.
  • Logging the queries of customers and employees.
  • Analysis of call logs in order to discover any underlying issues or trends.
  • Diagnosing and solving hardware or software faults.
  • Testing and evaluating new technology.
  • Performing electrical safety checks on the company’s computer equipment.
  • Responding to call-outs in a timely fashion.
  • Following instructions, either written or in diagram form, in order to set up a system or fix a fault. Identifying hardware and software solutions.
  • Troubleshooting technical issues.
  • Diagnosing and repairing faults.
  • Resolving network issues.
  • Providing timely and accurate customer feedback.
  • Talking customers through a series of actions to resolve a problem.
  • Following up with clients to ensure the problem is resolved.
  • Replacing or repairing the necessary parts.
  • Providing support in the form of procedural documentation.
  • Managing multiple cases at one time.
  • Testing and evaluating new technologies.
  • Conducting electrical safety checks on equipment

 

 

 

Competency/Skill/Requirements

  • B.sc in Computer Science or Information Technology.
  • Certification in Microsoft, Linux, or Cisco is advantageous.
  • Prior experience in tech support, desktop support, or a similar role.
  • Proficiency in Windows/Linux/Mac OS.
  • Experience with remote desktop applications and help desk software.
  • Attention to detail and good problem-solving skills.
  • Excellent interpersonal skills.
  • Good written and verbal communication.
  • Excellent problem-solving skills.
  • The capacity to work well within a team.
  • Attention to detail.
  • Logical thinking.
  • Expert knowledge on how operating systems and software works.
  • Interpersonal skills as you will regularly be in contact with colleagues and customers.
  • The ability to prioritize your workload.
  • The capacity to clearly explain a technical problem.
  • Outstanding listening and questioning skills