IT Technical Support

The Technical Support role is responsible for providing first-line IT support to end users, ensuring the smooth operation of daily IT services. The role focuses on troubleshooting hardware, software, network, and communication issues, supporting users on-site, and escalating complex problems when required. The objective is to maintain high service availability, minimize downtime, and ensure user satisfaction.

Key Responsibilities

• Provide first-level IT support for end users (hardware, software, and network issues)
• Respond to service requests and incidents in a timely and professional manner
• Troubleshoot PCs, laptops, printers, and peripheral devices
• Support basic network connectivity issues (LAN, Wi-Fi, TCP/IP fundamentals)
• Provide basic support for Cisco network devices (switches, VLANs, port access)
• Assist with installation, configuration, and setup of user devices and IT equipment
• Support Windows operating systems and basic Linux operations
• Provide basic support for cloud services (Azure fundamentals)
• Support VoIP and unified communication systems (basic troubleshooting)
• Escalate complex or critical issues to senior IT or vendors when required
• Document incidents, solutions, and procedures clearly
• Follow IT policies, security standards, and best practices
• Maintain clear and professional communication with all users

Education

• Bachelor’s degree in IT, Computer Science, or related field

• 2–5 years of experience in Technical Support

• Hardware & software troubleshooting (PCs, laptops, printers)
• VoIP systems support
• Networking fundamentals (LAN, Wi-Fi, TCP/IP)
• Windows OS support
• Basic Cisco networking knowledge (switching, VLAN awareness)
• Ticket handling & documentation
• Linux basic administration
• Azure fundamentals
• CCNA certification