IT Support Officer

Role Description

An IT Support Officer is responsible for providing technical support, troubleshooting, maintenance, and assistance to employees and users across an organization's IT environment. The role ensures that hardware, software, networks, systems, applications, and user accounts operate effectively and reliably. The position responds to technical issues, manages support requests, maintains IT equipment, assists with system administration, and contributes to the security, availability, and efficiency of IT operations.

Key Responsibilities

• Provide first-line and second-line technical support to employees and users.
• Respond to IT support requests, incidents, service tickets, and technical inquiries in a timely manner.
• Diagnose and troubleshoot hardware, software, network, connectivity, printer, email, and system-related issues.
• Install, configure, maintain, and troubleshoot computers, laptops, monitors, printers, mobile devices, and other IT equipment.
• Set up and configure user accounts, workstations, applications, email accounts, and access permissions.
• Support Microsoft Windows, Microsoft Office, Microsoft 365, Teams, Outlook, and other business applications.
• Assist users with password resets, account access, software installation, system configuration, and technical procedures.
• Troubleshoot LAN, Wi-Fi, VPN, internet connectivity, and basic network-related issues.
• Escalate complex technical problems to network, infrastructure, cybersecurity, application, or senior IT teams when required.
• Maintain accurate records of IT incidents, service requests, equipment, configurations, repairs, and resolutions.
• Monitor IT support tickets and ensure issues are followed up and resolved within agreed service levels.
• Maintain IT asset inventories, equipment records, software licenses, warranties, and assigned-user information.
• Assist with hardware deployment, replacement, upgrades, system installations, and office IT setups.
• Perform routine maintenance, system checks, software updates, patches, and basic performance monitoring.
• Support antivirus, endpoint-security, access-control, backup, and other basic IT security measures.
• Assist with user onboarding and offboarding, including account creation, equipment allocation, access removal, and device collection.
• Maintain and update IT documentation, user guides, troubleshooting procedures, technical records, and knowledge-base articles.
• Coordinate with IT vendors, service providers, telecommunications companies, and hardware suppliers.
• Assist with IT procurement, equipment quotations, inventory management, repairs, and replacement processes.
• Support meeting-room technology, video-conferencing systems, presentation equipment, and collaboration tools.
• Assist with data backup, recovery procedures, system migrations, and IT continuity activities where required.
• Monitor recurring technical issues and identify opportunities for permanent resolution and service improvement.
• Ensure IT support activities comply with organizational policies, information-security requirements, data-protection standards, and applicable regulations.
• Maintain confidentiality and security of user accounts, company systems, business data, passwords, and sensitive information.
• Prepare IT support reports, incident summaries, asset reports, service-level updates, and management information.
• Provide basic user training and guidance on IT systems, applications, cybersecurity awareness, and best practices.
• Participate in IT projects, system upgrades, office moves, technology deployments, and infrastructure improvement initiatives.
• Maintain current knowledge of IT technologies, support tools, cybersecurity practices, cloud services, and business applications.
• Contribute to continuous improvement of IT service quality, system availability, technical support efficiency, cybersecurity, user satisfaction, and overall IT operations .

Qualifications

• Diploma or Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering , or a related field.
• Previous experience in IT support, help desk, technical support, desktop support, system administration, or a related IT environment is preferred.
• Strong knowledge of Windows operating systems, Microsoft 365, Microsoft Office, hardware, software, networking, and IT troubleshooting .
• Good understanding of LAN, Wi-Fi, VPN, TCP/IP, DNS, DHCP, and basic network troubleshooting.
• Experience installing, configuring, maintaining, and troubleshooting computers, laptops, printers, mobile devices, and peripherals.
• Strong analytical, troubleshooting, problem-solving, and diagnostic skills.
• Excellent attention to detail and ability to manage multiple support requests and priorities.
• Good communication, customer-service, interpersonal, and user-support skills.
• Familiarity with IT Service Management (ITSM), ticketing systems, asset-management systems , and remote-support tools is advantageous.
• Knowledge of Active Directory, Microsoft Entra ID, endpoint management, Microsoft Intune, or similar technologies is advantageous.
• Familiarity with basic cybersecurity, antivirus, endpoint protection, access control, and data-security practices.
• Proficiency in Microsoft Office, particularly Excel, Word, Outlook, and Teams .
• Relevant certifications such as CompTIA A+, Network+, Microsoft, ITIL , or equivalent qualifications are advantageous.
• Ability to explain technical issues and solutions clearly to both technical and non-technical users.
• Ability to manage confidential information, user accounts, access credentials, and business data responsibly.
• Strong organizational, time-management, documentation, and service-management abilities.
• Ability to work effectively with IT teams, employees, vendors, service providers, and management.
• Professional, reliable, patient, proactive, technically capable, and customer-focused.
• Strong commitment to technical support quality, system reliability, cybersecurity, data protection, user satisfaction, timely issue resolution, and continuous improvement .