Graduate Trainee – IT Support Officer at Pathway Advisors Limited

Job Summary

• The IT Support Officer is responsible for providing technical assistance, maintaining IT systems, and ensuring the smooth operation of hardware, software, and network infrastructure. The role supports employees with troubleshooting, incident resolution, and systems maintenance to ensure optimal IT performance across the organization.

Key Responsibilities

Technical Support & Troubleshooting

• Provide first-level and second-level support for hardware, software, and network issues.
• Install, configure, and maintain computer systems, printers, and mobile devices.
• Diagnose and resolve technical issues related to operating systems, applications, and network connectivity.
• Respond to IT support tickets promptly and escalate complex issues when required.

Systems & Network Maintenance

• Monitor and maintain the organization’s computer networks and systems.
• Assist with routine system updates, backups, and patch management.
• Support the setup and maintenance of servers, firewalls, and routers (as applicable).
• Ensure cybersecurity protocols are followed and report vulnerabilities.

User Support & Training

• Guide employees on the proper use of IT tools and applications.
• Support onboarding by setting up new user accounts, emails, and access rights.
• Maintain accurate IT support documentation and knowledge base.

Asset & Inventory Management

• Maintain inventory of IT equipment and accessories.
• Manage the procurement, replacement, and disposal of IT assets.
• Ensure proper tagging, tracking, and documentation of IT equipment.

Security & Compliance

• Enforce IT policies and best practices for data protection and cybersecurity.
• Support backup and recovery procedures.
• Ensure compliance with organizational, regulatory, and industry standards.

Key Requirements

Education & Experience

• Bachelor’s degree in computer science, Information Technology, or related field.
• 0 – 1 year of experience in IT support or technical helpdesk role.
• Certifications like CompTIA A+, N+, CCNA, Microsoft IT Support, or equivalent are an added advantage.

Technical Skills

• Proficient in Windows OS, Microsoft 365, and common business applications.
• Good understanding of networks (LAN/WAN/Wi-Fi), routers, switches, and firewalls.
• Familiarity with Active Directory, user management, and system administration.
• Basic understanding of cybersecurity principles.

Soft Skills

• Strong problem-solving and analytical skills.
• Excellent communication and customer service ability.
• Ability to work under pressure and multitask.
• Attention to detail, reliability, and a proactive attitude.