IT Support Officer at d.light

Job Overview

The IT Support Officer provides day-to-day technical support to staff, ensuring IT systems, networks, and business applications function efficiently. The role focuses on prompt issue resolution, routine system maintenance, and proper escalation of technical issues to ensure minimal downtime across the organization.

Key Responsibilities

End-User & Helpdesk Support

• Provide first-line technical support for hardware, software, and connectivity issues.
• Log, track, and resolve IT tickets using the approved helpdesk system (e.g, Jira).
• Communicate clearly with users on issue status and resolution timelines.
• Guide users on basic IT processes and proper use of systems.

Systems & Network Support

• Perform routine checks on computers, printers, and IT equipment.
• Troubleshoot basic LAN/Wi-Fi and internet connectivity issues.
• Assist with installation of LAN points and network access equipment.
• Escalate complex network or system issues when required.

IT Asset & Equipment Management

• Set up and configure new laptops, desktops, and peripherals.
• Support routine maintenance and troubleshooting of IT equipment.
• Assist with tracking, assignment, and documentation of IT assets.

Platforms & Application Support

• Provide frontline support for business applications and internal tools.
• Support sales and contact center users with application and device issues.
• Escalate critical platform or service issues to relevant internal or external teams.

Vendor & Service Coordination

• Support fault reporting and follow-up with internet and SIP service providers.
• Assist in monitoring service stability and reporting outages.

Requirements

• Good knowledge of computer hardware, operating systems, and office productivity applications.
• Good understanding of networking and internet connectivity.
• Experience using an IT helpdesk or ticketing system.
• Good communication, problem-solving, and customer support skills.
• Ability to work independently, follow procedures, and escalate issues appropriately.