IT Support Officer at Northwest Petroleum & Gas Company Limited

Main Key Responsibilities: 

The IT Support Officer will play a key role in maintaining the company’s IT infrastructure and providing hands-on support for daily technology needs. This includes managing and supporting Microsoft 365 (M365), the Microsoft Office Suite, computer repairs, and CCTV systems, ensuring consistent functionality and user satisfaction. The ideal candidate will have strong problem-solving skills, technical knowledge, and a commitment to maintaining smooth IT operations across the organization.

Key Responsibilities

• Microsoft 365 (M365) and Microsoft Office Suite Support
  • Manage, troubleshoot, and support Microsoft 365 services, including Outlook, Teams, SharePoint, and OneDrive.
  • Provide assistance and training on M365 applications and the Microsoft Office Suite (Word, Excel, PowerPoint, etc.).
  • Configure, monitor, and manage M365 user accounts, permissions, and security settings.
  • Collaborate on M365 updates and improvements to support company needs.
• Desktop and Laptop Support
  • Set up, perform routine maintenance, troubleshoot, and carry out repairs on desktop computers, laptops, printers, and other office devices.
  • Install and update hardware, software, and system drivers.
  • Set up and configure new devices, ensuring optimal performance and security.
  • Respond to helpdesk tickets and user requests in a timely manner to minimize downtime.
  • Diagnose and resolve hardware and software incidents, including operating systems (Windows/ Mac) and across a range of software applications.
  • Assist with installation, configuration, and updates of software and applications, ensuring compatibility with organizational standards.
  • Maintain and update documentation on support procedures and knowledge base articles to aid future troubleshooting.
  • Manage and track IT assets, ensuring proper documentation and secure disposal of outdated equipment.
  • Support the IT team in various projects, including network upgrades, system installations, and cybersecurity initiatives.
  • Perform regular maintenance and updates on IT systems to optimize performance and security.
  • Escalate complex issues to the IT Manager or relevant team members when necessary.
  • Ensure compliance with IT policies, guidelines, and best practices, including data protection and cybersecurity standards.
• Network and Connectivity Support
  • Provide basic troubleshooting for network issues, including internet connectivity, VPN, and Wi-Fi issues.
  • Liaise with the network team for advanced network issues and ensure minimal disruption to end users.
  • Assist in setting up and managing secure network connections for staff as required.
• CCTV Monitoring and Maintenance
  • Set up, configure, and troubleshoot CCTV cameras and systems.
  • Ensure proper video storage and retrieval and maintain secure access to CCTV footage.
  • Perform routine checks and maintenance on CCTV equipment to ensure they are operational and reliable.
  • Support team members or security staff in retrieving and exporting footage as necessary.
• User Training and Documentation
  • Provide one-on-one or group training sessions for staff on using M365 tools, Office applications, and basic IT security practices.
  • Develop and maintain user guides, FAQs, and documentation to support common IT issues.
  • Keep records of IT assets, configurations, and system maintenance activities.
• IT Security and Compliance
  • Monitor and maintain endpoint security measures, including antivirus software and regular system updates.
  • Enforce company policies regarding data security, access control, and usage of IT resources.
  • Identify potential IT security risks and escalate them as necessary to management.
• Customer Service and Communication
  • Act as the first point of contact for all IT-related inquiries, providing high-quality customer service.
  • Communicate clearly and effectively with team members to resolve technical issues.
  • Keep users informed of progress on issues and ensure follow-up until issues are resolved.

Qualifications and Skills

• Education: Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
• Experience: 2+ years in an IT support role or similar position, with hands-on experience in a corporate environment.
• Proven experience in an IT support or technical support role.
• Proficiency in troubleshooting hardware, software, and network issues.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with basic networking concepts (e.g., IP addressing, VPNs, wireless networks).
• Excellent communication and interpersonal skills, with a focus on customer service.
• Ability to work independently and prioritize multiple tasks in a fast-paced environment.
• Strong analytical and problem-solving skills.
• Certification in IT support (e.g., CompTIA A+, Microsoft Certified IT Professional) is a plus.

Technical Skills

• Proficiency in Microsoft 365 (including Exchange Online, SharePoint, Teams, and OneDrive).
• Strong knowledge of the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Competent in PC/laptop hardware repairs, troubleshooting, and maintenance.
• Familiarity with CCTV systems (installation, configuration, and maintenance).
• Basic knowledge of network connectivity (Wi-Fi, VPN, LAN/WAN troubleshooting).

Other Skills

• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work independently and prioritize tasks effectively.
• Customer service orientation with a proactive approach to resolving issues.