1. Provide technical support:
   • Respond to user inquiries and troubleshoot technical issues promptly and effectively.
   • Diagnose and resolve hardware and software problems related to desktops, laptops, printers, mobile devices, and other peripherals.
   • Install, configure, and upgrade software applications, operating systems, and drivers.
   • Assist with the setup and maintenance of network devices, such as routers, switches, and access points.
2. User assistance and training:
   • Assist users with system and software usage, providing clear instructions and guidance.
   • Conduct training sessions or create user documentation to help users become proficient in utilizing IT resources efficiently.
   • Educate users on best practices for data security and backup procedures.
3. Incident management:
   • Log all support requests and incidents accurately and prioritize them based on urgency and impact.
   • Track and monitor the progress of support tickets, ensuring timely resolution and maintaining a high level of user satisfaction.
   • Escalate complex or critical issues to appropriate teams or vendors, following established procedures.
4. IT infrastructure maintenance:
   • Perform routine maintenance tasks, including system updates, patch management, and backups.
   • Monitor system performance and proactively address any potential issues.
   • Collaborate with the IT team to identify opportunities for system improvements and propose effective solutions.
5. Documentation and knowledge sharing:
   • Create and maintain comprehensive documentation of IT systems, procedures, and troubleshooting guides.
   • Share knowledge and expertise with team members through training sessions and documentation updates.

Job Requirements