Job Purpose

To provide technical support for the deployment, operation, and maintenance of IT systems across branches, ensuring reliable service delivery, operational stability, and successful execution of project rollout activities while maintaining agreed service levels.

Key Responsibilities / Daily Duties

• Provide first and second-level technical support for hardware, software, network, and system-related issues. 
• Install, configure, and maintain desktops, laptops, printers, scanners, and other IT equipment. 
• Support project deployment activities, including installation, configuration, testing, and commissioning of new systems and devices. 
• Troubleshoot and resolve incidents reported by branches and end users within agreed service levels. 
• Monitor system performance and proactively identify potential issues. 
• Perform preventive maintenance and routine health checks on IT equipment and systems. 
• Support user account management, access requests, and system permissions. 
• Coordinate with vendors and third-party service providers for issue resolution and maintenance activities. 
• Conduct onsite branch visits for deployment, support, maintenance, and troubleshooting activities. 
• Document technical issues, resolutions, and support activities through the ticketing system and required reports. 
• Assist in implementing IT policies, procedures, and security standards. 
• Support software installation, upgrades, patches, and system updates. 
• Escalate complex technical issues when required and follow up until closure. 
• Provide user guidance and basic training on IT systems and applications when needed. 
• Participate in after-hours, weekend, and emergency support activities as required to maintain business continuity. 
• Maintain accurate inventory records of IT assets and equipment assigned to branches. 
• Support operational and project-related activities to ensure successful service delivery and rollout objectives are achieved.