IT Support Officer

Key responsibilities

Respond to user inquiries and provide technical support via phone, email, and in-person, using remote desktop tools as needed.

Diagnose and resolve hardware, software, and network issues, including installations, configurations, and updates for optimal performance and security.

Perform hardware repairs and manage software updates, system backups, and antivirus scans to maintain system reliability.

Collaborate with vendors and third-party service providers for complex issue resolution and procurement, including quotations and follow-ups.

Set up and deploy technology assets like computers and mobile devices, configuring user accounts and access permissions according to security protocols.

Monitor and troubleshoot network performance issues across LAN/WAN, Wi-Fi, and VPN, and maintain network devices for optimal security.

Implement network security measures such as encryption and intrusion detection, and document IT procedures and configurations.

Maintain records of IT assets and generate reports on system performance to assess and improve IT processes.

Engage in continuous learning through team meetings, training programs, and staying updated on industry trends.

Conduct technology training sessions and create user guides to promote IT literacy and self-service among employees.

Hard skills
Good to know
Goals & Performance Metrics:
– Short-term: Improve response times for IT inquiries, achieving an average resolution time of under 2 hours.
– Medium-term: Reduce system downtime by 25% and implement a proactive maintenance program that cuts the incident rate by half within the first year.
N+1 Management Style:
The immediate supervisor employs a supportive and collaborative leadership style, emphasizing mentorship and team cohesion.
Career Progression Opportunities:
This role offers significant opportunities for career advancement within the IT department. High-performing individuals can aspire to roles such as Senior IT Support Specialist.
Benefits & Culture:
Medical Insurance – Benefit from medical coverage, for you and your dependent(s), with 50% company contribution.
24Hrs Personal Accident Cover – Up to Rs 100,000 cover for accidents, 24/7.
Pension Scheme – Enjoy a pension plan with company contributions for your future.
Company Doctor Services – Free on-site medical consultations for your health needs.
Performance Bonus – Earn a bonus for your hard work.
Incredible discounts at our restaurants – Save 25% at Domino’s Pizza and 15% at Ocean Basket.
Exclusive Employee Discounts – Benefit from a wide range of discounts with MyRogers App.
Wedding & Newborn Gifts – Celebrate major life events with special company gifts.
Instant Leave Benefits – Earn 1 annual and 1 sick leave monthly from day one.
Birthday Leave – Celebrate your Birthday with 1 additional day on top of your entitled local leave.
Career Growth & Internal Mobility – Find diverse career and internal mobility options within our various clusters.
Learning & Development – Grow with training and development opportunities through our Training Academy.
Candidate Selection Criteria:
Ideal candidates will have:
– Proven experience in IT support, including hardware and software troubleshooting.
– Strong problem-solving skills and the ability to handle multiple tasks efficiently.
– Excellent communication skills and the capacity to explain complex IT concepts in simple terms.
– Familiarity with network management and security protocols.
– A proactive attitude and a willingness to take initiative to improve processes.
Work condition:
The role requires working from Monday to Friday, from 08:30 to 17:00. Additionally, candidates must be available on-call to handle urgent IT issues outside of regular business hours.
Message from your futur manager N+1:
We are looking for a dedicated IT Support Officer to join our vibrant team. If you have a passion for technology and a desire to help others solve problems, we want to meet you! With us, you’ll not only grow your technical skills but also be part of a culture that fosters growth and innovation. Join us and help shape the future of our IT landscape while developing your career. We look forward to seeing how you can make a difference in our team!

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