IT Support Assistant

Roles and responsibilities

Develop functional and reliable network and infrastructure solutions using various languages, tools, techniques, and approaches.

should have excellent problem-solving skills and thorough knowledge of network administration and architecture. If you’re also passionate about security and data protection.

We are looking for a competent IT Support Assistant to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be oriented and patient to deal with difficult situations. The goal is to create value for clients that will help preserve the company’s reputation and business.

Primary Roles and Responsibilities

Job ObjectiveWork hand in hand with the technology strategy teams to better understand business needs that would require developing network and infrastructure solutions.

● Work closely with application development teams to forecast infrastructure needs and capacity planning.

● Provide support to the technology operations throughout the installation, configuration, and management of infrastructure.

● Contribute to the development of business continuity plans, disaster recovery plans, and risk items.

● Work closely with service providers to implement all network and infrastructure development activities and ensure its completion in an efficient and effective manner.

● Configure routing and switching equipment, IP voice services and firewalls.

● Support and administer firewall environments in line with Cybersecurity policy and procedures.

● Monitor network performance and integrity

● Designing and implementing functional network infrastructure

● Design, implement, and support firewalls, site-to-site VPNs, and remote-access VPNs.

● Create, oversee and test security measures (e.g. access authentication and disaster recovery)

● Communicate with users when needed

● Maintain complete technical documentation

● Suggest improvements to network performance, capacity, and scalability

● Serving as the first point of contact for the JCSA seeking technical assistance over the phone or email

● Performing remote & and physical troubleshooting through diagnostic techniques and pertinent questions

● Determining the best solution based on the issue and details provided by the company’s.

● IT Help Desk Technicians assist with computer systems, hardware, and software. They are often the first point of contact for users when something goes wrong or needs fixing on their machine

● Serve as the first point of contact for staff and contractors seeking technical assistance over the phone or email

● Perform remote troubleshooting through diagnostic techniques and pertinent questions

● Determine the best solution based on the issue and details provided by staff

● Walk the company through the problem-solving process

● Direct unresolved issues to the next level of support personnel

● Provide accurate information on IT products or services

● Record events and problems and their resolution in logs

● Follow-up and update status and information

● Pass on any feedback or suggestions by staff to the appropriate IT team

● Identify and suggest possible improvements in procedures

● Proven experience as a help desk technician or another supporting role

● Tech savvy with working knowledge of office automation products, databases, and remote control

● Good understanding of computer systems, mobile devices, and other tech products

● Ability to diagnose and resolve basic technical issues

Proficiency in English

● Excellent communication skills

● Customer-oriented and cool-tempered

● Diploma degree in IT, Computer Science, or a relevant field

● An IT Help Desk Technician is responsible for providing technical support and assistance. They interact by phone or in person to resolve their computer problems related to software and hardware issues to help them get back up and running smoothly again.

● A successful IT Help Desk Technician has good business awareness. Such awareness means understanding the needs so they can get their problems solved as quickly as possible.

● IT Help Desk Technicians work with Desktop Support Engineers to adequately provide satisfactory service, no matter their problem. Desktop Service works in tandem with IT Service, as one needs the other to perform at its best quality

Desired candidate profile

User Support and Assistance:
Technical Support: Provide support to end users by answering technical queries and helping them resolve problems related to hardware, software, and networks. This may be done in person, via email, phone calls, or through remote desktop support.
Troubleshooting: Diagnose and troubleshoot technical issues, such as software malfunctions, network connectivity problems, or hardware failures. Assist users in resolving common problems related to operating systems, applications, or internet connections.
Incident Management: Log and track IT support incidents using an IT service management tool (e.g., ServiceNow, Jira). Ensure that all incidents are addressed promptly and that users are informed of the resolution progress.
Password and Access Support: Assist users with password resets, account lockouts, and troubleshooting login issues, ensuring access to essential systems is restored.
Hardware and Software Maintenance:
System Setup and Installation: Help with the installation and configuration of new hardware and software, including desktops, laptops, printers, and other peripherals. Ensure that systems are set up to meet user needs.
Software Updates and Patches: Install and maintain software updates, security patches, and system upgrades to keep systems up to date and secure.
Hardware Maintenance and Repairs: Assist with routine maintenance of hardware, such as cleaning and checking peripherals, replacing defective parts, and coordinating hardware repairs or replacements when needed.
Inventory Management: Help maintain a record of IT assets, including hardware, software licenses, and other technology resources, ensuring that the organization has the necessary tools and equipment to function effectively.