Information Technology Support Officer

The IT Support Officer provides technical assistance and support to end-users within an organization, resolving IT-related issues and ensuring smooth operation of computer systems, networks, and software applications. They are responsible for responding to user inquiries, troubleshooting problems, and diagnosing issues via phone, email, or in person. Additionally, they install, configure, and maintain hardware and software components, including computers, printers, and peripherals. The IT Support Officer also documents support activities, solutions, and procedures, and provides training to end-users on IT tools and systems.

Responsibilities

• Assist users in diagnosing, resolving, and documenting hardware and software problems timely and accurately.
• Achieve internal SLAs for support.
• Perform system backups and recovery on a timely basis.
• Perform on-site analysis, diagnosis, and resolution of complex computer problems for a variety of end users and recommend and implement corrective hardware and software solutions, including off-site repairs.
• Assist with server installations and setups as well as resolution of server end problems.
• Assist with the administration of client end installations.
• Assist in network connectivity troubleshooting and firewall maintenance.
• Install complex software for desktop management, including asset management, antivirus, spam filtering software, and desktop maintenance.
• Configure and install personal computer software packages, software upgrades, PC support, operating system upgrades, and maintenance.
• Identify and correct operational problems on employee computer systems.
• Update tickets using the Service Desk application based on the SLA and SOP.

Job Experience

• Minimum 5 years working experience, with 3 years relevant working experience; 2 years in GCC is a plus.

Education

• Bachelor's Degree in Computer Science or any related field.