• Act as the initial point of contact for employees seeking technical assistance in person, via phone, or email.
• Install, configure, and maintain hardware, software, and systems across all company branches, covering laptops, printers, scanners, IP phones, CCTV, Access point and resolving hardware issues.
• Perform troubleshooting using diagnostic techniques and relevant questions.
• Administer and maintain the internal network infrastructure, including resolving network connectivity issues.
• Manage inventories for all branches, including workstations, laptops, screens, and necessary tool kits and accessories.
• Provide basic training and instructions to users on new systems and applications.
• Conduct regular maintenance and updates to ensure secure and efficient system operations.
• Support and maintain meeting room equipment such as video conferencing systems and conference phones.
• Possess experience with technologies such as Windows Server, Active Directory (AD), VMware virtualization, Microsoft 365, Mobile Device Management (MDM), antivirus, and backup solutions.
• Ensure all documentation in the knowledge hub is accurate and up to date.
• Offer problem-solving guidance by walking employees through the process.
• Test, evaluate, and support new technology and applications.
• Escalate unresolved issues to the next level of support personnel.
• Record events, problems, and their resolutions in logs.
• Adhere to IT policies, standards, procedures, and audit and regulatory standards.

 

Education: A bachelor’s degree within IT or Computer Engineering\ Science or relevant disciplines with Minimum 4 years of experience in IT Support or a related field.Basic understanding of network infrastructure and security protocols.Preferred experience with Fortinet suite of products.Proven experience as a help desk technician or in a similar customer support role.Excellent working knowledge of Windows and Mac desktops, including hardware and software installation, configuration, and troubleshooting.Ability to support users remotely with the confidence to work independently and contribute to the team’s objectives.Ability to solve and document solutions for use by other technicians and employees.Understanding of audit processes and requirements, conducting business in line with specific frameworks and processes.Calm and resilient, able to continue providing excellent levels of customer service in pressurized and challenging circumstances.Knowledge and understanding of systems and network hardening, as well as security principles and secure authentication methods, such as 2FA and MFAFamiliarity with MDM technologies such as ManageEngine.Good working experience in Service desk and knows the Incident management process.