Overall Responsibility:

Responsible for providing technical support to staff in person and remotely. It’s all about solving problems from the moment they are contacted until the user issues are resolved.

Role Responsibilities:   

• Provide first-level technical support to users and assist in resolving routine hardware, software, connectivity, and access issues under supervision.
• Log, update, and follow up on incidents and service requests through the IT ticketing system, escalating complex issues to the appropriate team members.
• Assist with monitoring IT systems, applications, servers, and network infrastructure, and report alerts, outages, or performance issues.
• Support routine IT maintenance activities, including software updates, patching, backups, device configuration, and basic troubleshooting, under supervision.
• Assist with user on-boarding and off-boarding, IT asset management, inventory updates, and deployment of IT equipment.
• Assist with the administration and support of Google Workspace and other IT systems and applications.
• Assist in developing and maintaining user guides, knowledge base articles, SOPs, troubleshooting guides, and other IT documentation.
• Participate in IT projects, support clinics, shift rotations, and continuous improvement initiatives.
• Work closely with Senior IT Engineer(s) to troubleshoot technical issues and maintain clear communication with users on support progress.
• Adhere to IT, information security, data protection, and acceptable-use policies and procedures.

Academic Qualifications:

Recent graduate with a Bachelor’s degree in IT, Computer Science, Computer Engineering, Telecommunications, Information Systems, or a related field.

Key Competencies required for the role:

• Basic knowledge of hardware, software, operating systems, networking, Google Workspace, and IT troubleshooting.
• Basic proficiency in Windows, Linux, ChromeOS, and macOS environments.
• Good analytical, diagnostic, and problem-solving skills, with attention to detail.
• Strong communication and interpersonal skills, with the ability to support users and collaborate effectively with the IT team.
• Good organizational skills, including task prioritization, record keeping, and meeting deadlines.
• Willingness to learn, ability to work under supervision and independently, and confidence to escalate issues when necessary.
• Professionalism, confidentiality, and a strong customer-service mindset.
• Familiarity with IT ticketing systems, remote support tools, and knowledge bases is an added advantage.
• Previous IT support or relevant practical experience is an added advantage.