Main Responsibilities include but are not limited to:

• Technical Support: Respond to and resolve technical issues reported via alerts, phone, email, or in person. Provide assistance on hardware, software, network, and other IT related problems.

• Incident Management: Diagnose, troubleshoot, and resolve technical issues. Escalate complex problems to relevant teams when necessary.

• Hardware & Software Maintenance: Install, configure, and update operating systems and applications. Perform hardware upgrades, repairs, and maintenance.

• User Training & Support: Provide guidance and training tousers on new software or systems to enhance proficiency.

• User Account Management: Create, modify, and deactivate user accounts. Manage permissions, access controls, and group policies in line with security procedures.

• IT Asset Management: Maintain an inventory of IT assets, including hardware, software licenses, and peripherals.

• Security Compliance: Assist in enforcing security protocols, policies, and procedures.

• System Monitoring & Maintenance: Monitor system performance and conduct routine maintenance to ensure optimal functioning of IT systems and networks.

• Collaboration & Coordination: Work with other IT teams and departments to resolve cross-functional issues. Coordinate with external vendors when required.

• On-Call Rotation: Participate in an on-call schedule to provide after-hours support for critical issues.

• Perform any other duties related to the role as required by business needs.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

• Familiarity with ITIL or other IT service management frameworks (preferred).

• Certifications such as CompTIA A+,MCITP, or similar are considered an asset.

• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, LAN/WAN, routers, switches, wireless technologies) and ability to troubleshoot connectivity issues.

• Strong knowledge of Windows operating systems, including troubleshooting and configuration.

• Experience installing, configuring, and updating software and operating systems, as well as hardware components (RAM, hard drives, graphics cards).

• Ability to diagnose and resolve hardware issues in computers, printers, scanners, and peripherals.

• Proficiency in managing user accounts, permissions, access controls, and group policies. Ability to perform basic MSSQL queries (asset).

• Preferably 1 year of experience providing technical support in an enterprise environment.

• Possession of a valid B driver’s license.

• Strong active listening and communication skills.

• Accuracy and attention to detail in all tasks.

• Systematic approach to identifying, analyzing, and resolving issues.

• Knowledge of hardware configurations and assembly/disassembly.

• Proactive and collaborative mindset.

IT System Support Executive

Job Description