Group IT Technician at iOCO

Areas of Responsibility:

End-user Support & Ticket Management:

• Providing technical support to end-users, troubleshooting hardware, software, and network issues, and resolving technical problems.
• Respond promptly to user inquiries and troubleshoot problems to ensure minimal disruption to operations.
• Document user issues and resolutions to maintain an accurate log of support activities.
• Managing support tickets, prioritizing issues, and ensuring timely resolution.
• Communicate with end users to provide updates on the status of their tickets and any required follow-up actions.

Software Installation and Configuration:

• Install, configure, and update software applications, including endpoint security solutions.
• Ensure that all software installations comply with organizational standards and licensing agreements.
• Troubleshoot software-related issues and provide guidance to users on software usage.

Hardware Support and Installation:

• Diagnosing and resolving hardware issues with computers, printers, peripherals, switches, routers, and mobile devices.
• Installing and configuring of computers, printers, peripherals, switches, routers, and mobile devices network and server hardware

User Training:

• Develop and deliver training sessions for end users on various IT topics, including software usage, security best practices, and new technology implementations.
• Create and update user manuals, guides, and other instructional materials to assist users in navigating IT systems.

Remote & On-Site Support:

• Provide technical support both remotely and on-site to ensure users receive timely assistance regardless of their location.
• Utilize remote support tools to diagnose and resolve issues efficiently.
• Travel to various locations as needed to provide on-site technical support and resolve issues that cannot be addressed remotely.

IT Asset Management:

• Maintain an up-to-date inventory of all IT assets, including hardware, software, and licenses.
• Track the lifecycle of IT assets from acquisition to disposal, ensuring compliance with organizational policies.
• Conduct regular audits to verify asset records and ensure the accuracy of inventory data.

Security Awareness:

• Promote security awareness among end users through training sessions, communications, and regular updates on best practices.
• Monitor compliance with security policies and procedures and report any breaches or vulnerabilities.
• Assist in the implementation of security measures to protect the organization's IT infrastructure and data.

Infrastructure Support:

• Assisting IT infrastructure team with the day-to-day support of the infrastructure as well as and not limited to server, network and device installations and troubleshooting.

Continuous Improvements:

• Identify recurring issues and trends to proactively address root causes and prevent future incidents.
• Gather user feedback, suggestions, and pain points to improve IT services and support quality.
• Stay updated with industry trends, technologies, and certifications to enhance skills and knowledge.

Other

Requirements:

5+ years’ experience in IT support and systems maintenance.
Excellent written and verbal communication skills.
Good interpersonal skills.
Attention to detail.
Good problem-solving skills.
Ability to carry out manual hands-on work i.e. cabling

Must have skills:

• End-User Support (Desktops, Networks, Cables, Printers, Switches, Routers, Anti-Virus)
• Active Directory (Setting up User Accounts)
• Asset Management (Audits)
• Security support
• SQL Database Administration
• Microsoft Office 365 Cloud Environment.
• Exchange Server
• Phone Systems
• IP and Security Camera Systems.