IT Support Officer at Ascentech Services Limited

Responsibilities

• Helpdesk Support: Serve as the first point of contact for IT-related issues and requests, providing timely and effective assistance via phone, email, or in-person support tickets.
• Troubleshooting: Diagnose and resolve hardware, software, and network problems, including desktops, laptops, printers, phones, and other peripherals.
• Software Installation and Configuration: Install, configure, and update software applications and operating systems, ensuring compatibility and compliance with company policies and licensing agreements.
• Hardware Maintenance: Perform routine maintenance and repairs on computer hardware, including upgrades, replacements, and inventory management.
• User Account Management: Create, modify, and disable user accounts and access permissions as needed, following established security protocols and procedures.
• Network Support: Assist with the setup, configuration, and troubleshooting of network equipment, including routers, switches, and wireless access points.
• Data Backup and Recovery: Implement and maintain backup solutions to protect critical data and ensure timely recovery in the event of data loss or system failure.
• Security Compliance: Monitor and enforce compliance with IT security policies and procedures, including antivirus software updates, password management, and access control measures.
• Documentation and Training: Create and maintain documentation, knowledge base articles, and training materials to facilitate user self-service and knowledge transfer.
• Vendor Management: Coordinate with external vendors and service providers to resolve technical issues, procure IT equipment and services, and ensure timely delivery and support.

Requirements

• Bachelor's Degree in Computer Science, Information Technology, or related field (preferred) OR equivalent work experience.
• Proven experience in IT support or a related technical role.
• Strong knowledge of computer hardware, software, and operating systems, including Windows, macOS, and Linux.
• Excellent problem-solving and communication skills, with the ability to explain technical concepts to non-technical users.
• Customer service-oriented mindset with a focus on providing a positive user experience.
• Ability to work independently and collaboratively in a fast-paced environment.
• Relevant certifications (e.g., CompTIA A+, Network+, Security+) are a plus.