IT Support Technician – Technical Helpdesk & Infrastructure

About the role

The IT Support Technician provides hands‑on technical assistance and maintenance for the organization’s IT infrastructure, hardware, software, and end‑user systems. Acting as the primary point of contact for day‑to‑day support, the role ensures rapid resolution of issues to keep business operations running smoothly.

Key responsibilities

• Deliver first‑ and second‑line support for desktops, laptops, printers, mobile devices, email and collaboration platforms.
• Log, prioritize, troubleshoot and resolve support tickets within agreed service levels.
• Install, configure, maintain and repair workstations, peripherals and related hardware.
• Deploy software applications, updates and patches in line with IT policies.
• Maintain accurate hardware, software and license inventories.
• Assist with LAN, wireless, switch and connectivity management, monitoring network performance.
• Support server‑room activities, including hardware inspections, cable management and environmental monitoring.
• Apply OS updates, security patches and antivirus updates across end‑user devices.
• Monitor backup processes, report failures and support backup administration.
• Enforce IT security policies, access controls and password standards, and document security incidents.
• Maintain documentation of systems, configurations, asset inventories and troubleshooting procedures.

Required profile

• Diploma or Bachelor’s degree in Information Technology, Computer Science or a related field.
• Minimum 2–3 years of experience providing technical support in an enterprise environment.

Required skills

• Hardware troubleshooting (desktops, laptops, printers, peripherals).
• Software installation, configuration and patch management.
• Windows operating system administration.
• Network troubleshooting (LAN, Wi‑Fi, switches, connectivity).
• Server‑room maintenance and cable management.
• Backup administration and monitoring.
• Security patching, antivirus management and IT security policy enforcement.
• Asset and license inventory management.