IT Systems Support

Job role Provide Tier 1 IT support delivery and log all support issues Document resolutions and analyze trends for ways to prevent future problems Field incoming help requests from end users via in-person, telephone, and e-mails in a courteous manner Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution Apply diagnostic utilities to aid in troubleshooting Responsible for inventory maintenance Identify and learn appropriate software and hardware used and supported by the organization Perform hands-on fixes at the desktop level, including installing and upgrading software and hardware Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals Test fixes to ensure problem has been adequately resolved Perform post-resolution follow-ups to help requests Qualifications Higher Education Diploma or University Degree in the field of computer science or any related discipline 1-3 Years working Experience in a Support Role Microsoft/Cisco/ITIL Certifications is an added advantage Experience with desktop and server operating systems, including Windows 10 and 11 Working knowledge of a range of diagnostic utilities, including bios hardware testing utility, Spiceworks network monitor Strong written and oral communication skills Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills