IT Support Officer

Job Purpose

The IT Support Officer is responsible for providingfirst-level technical support to end-users, maintaining IT infrastructure andsystems, assisting with IT projects, and ensuring the smooth operation of theorganisation's IT environment. The role involves troubleshooting hardware,software, network, and user access issues while supporting the implementationand continuous improvement of IT processes and security controls.

Key Responsibilities

End-User Support

• Provide Level 1 technical support for hardware, software, network, and system-related issues.
• Respond to and resolve user queries via phone, email, chat, and in-person support.
• Troubleshoot and resolve desktop, laptop, printer, mobile device, and application issues.
• Escalate complex incidents to appropriate internal or external support teams and track issues through to resolution.
• Liaise with vendors and service providers to ensure timely resolution of technical issues.

IT Infrastructure and Operations

• Install, configure, maintain, and troubleshoot PCs, peripherals, and IT equipment.
• Manage user accounts, permissions, and access rights in accordance with IT security policies.
• Support basic network connectivity, server access, and infrastructure-related issues.
• Perform routine maintenance and housekeeping of IT assets and equipment.
• Assist in monitoring system performance and identifying areas for improvement.

IT Security and Compliance

• Support the implementation and maintenance of IT security controls and policies.
• Monitor and report security incidents, unauthorised access attempts, and potential vulnerabilities.
• Ensure compliance with internal IT standards, procedures, and security requirements.
• Maintain accurate IT inventory and asset records.

Documentation and Projects

• Maintain and update IT documentation, user guides, and knowledge base articles.
• Assist in IT projects, system upgrades, software deployments, and infrastructure enhancements.
• Prepare reports and support the collection of IT operational and network performance data.

Key Competencies

• Strong problem-solving and troubleshooting skills.
• Meticulous, organised, and able to work independently with minimal supervision.
• Good interpersonal and communication skills.
• Customer-oriented with a proactive approach to user support.
• Team player with a willingness to learn and adapt.
• Proficient in Microsoft Office 365 and Microsoft Teams.

Qualifications and Experience

• Minimum NITEC or Higher NITEC in Information Technology, Computer Engineering, Cybersecurity, or a related discipline.
• Diploma students pursuing IT-related qualifications on a part-time basis are welcome to apply.
• Prior experience in IT support, helpdesk operations, or technical troubleshooting will be an advantage.
• Basic knowledge of Windows operating systems, networking, Microsoft 365, and IT security concepts is preferred.

Career Development

This role provides hands-on exposure to IT operations,infrastructure support, cybersecurity, and enterprise systems, offering astrong foundation for career progression into Systems Administration, Network Administration, Cybersecurity, or IT Infrastructure roles.