IT Support Officer at Wakanow

Job Objective

IT Support monitors and maintains the company computer systems, installs, and configures hardware and software, and solves technical issues as they arise.

Responsibilities

• Responding to user inquiries and providing technical support via various channels (phone, email, in person).
• Assisting users with troubleshooting hardware, software, and network issues.
• Resolving or escalating technical problems based on severity and complexity.
• Conducting remote troubleshooting when necessary.
• Creating and managing user accounts, passwords, and access rights.
• Assisting users with account setup, password resets, and access issues.
• Installing, configuring, and maintaining computer hardware and peripherals.
• Installing, upgrading, and troubleshooting software applications.
• Performing routine maintenance tasks on computers and peripherals.
• Diagnosing and resolving hardware and software-related issues.
• Assisting with network connectivity issues, including troubleshooting network connectivity, LAN/WAN connectivity, and wireless connections.
• Monitoring system performance, identifying and resolving issues proactively.
• Conducting routine system checks and audits.
• Managing software licenses and ensuring compliance with software agreements.
• Assisting with software installations, upgrades, and patches.
• Tracking software inventory and coordinating license renewals.
• Sharing knowledge and best practices with other IT team members.
• Logging and tracking incidents in a ticketing system.
• Prioritizing and resolving incidents based on urgency and impact.
• Identifying recurring problems and proposing solutions.
• Collaborating with IT teams and other departments to address technical issues.Communicating technical information and updates to end-users and stakeholders.

Requirements

• A bachelors degree in computer science, information technology, or a related field. Relevant certifications or vocational training programs can also be valuable.
• Certifications such as CompTIA A+, CompTIA Network+, Microsoft Certified Solutions Associate (MCSA), or other vendor-specific certifications may be beneficial
• Strong customer service skills and a customer-oriented approach.
• Excellent communication skills, both verbal and written, to effectively communicate technical concepts to non-technical users.
• Active listening skills to understand user issues and provide appropriate solutions.
• Patience and empathy when dealing with users who may have limited technical knowledge or are frustrated.
• Willingness to adapt to new technologies, tools, and processes in the IT field.
• Ability to learn and acquire new technical skills and knowledge.
• Keeping up with industry trends, advancements, and best practices