Position Summary

Role and Responsibilities

• Provide first-line support to users for hardware, software, and network-related issues through various communication channels (phone, email, in-person).

• Diagnose, troubleshoot, and resolve technical issues in a timely manner, escalating to higher-level support when necessary.
• Install, configure, and maintain hardware, software, and peripheral equipment.
• Manage and support user accounts, access permissions, and IT-related documentation.
• Perform regular system maintenance, updates, and backups to ensure optimal system performance and security.
• Assist in the setup and support of network systems, including routers, switches, and wireless access points.
• Monitor and respond to alerts and security incidents, following company protocols to ensure data protection and security compliance.
• Document and update technical procedures, user guides, and solutions in the knowledge base.

Skills and Qualifications

• Minimum 1-year experience in an IT support role or equivalent technical support experience, included in-person support.

• Deep knowledge of Microsoft operating systems – servers and clients
• Microsoft Office Programs proficiency.
• Hands-on experience with enterprise backup and recovery procedures, Antivirus solutions.
• Basic Scripting abilities - Bash and PowerShell (mostly, understanding existing scripts)
• Familiarity with networking.

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