Overall purpose
Working as part of the Inno-Tech team you are responsible for providing technical support and assistance to end-users, ensuring that hardware, software, and network-related issues are resolved quickly and effectively. This role involves close collaboration with other IT professionals to deliver a high level of service to primarily internal, but occasionally also external customers.Main responsibilities
1. Provide 1st line IT support (whether in person, or remotely) to employees and other internal customers to ensure a great experience for all users
2. Support users of Windows desktop and laptop computers
3. Support users of iOS and Android mobile devices
4. Support users of standard as well as line of business applications
5. Use existing processes to deploy computers and software as required
6. Follow standards and processes to onboard and offboard users
7. Assist with the management of user accounts, permissions, and access controls to ensure secure and appropriate access to resources
8. Log and track all support requests and incidents in the IT service management system, ensuring accurate documentation of issues and resolutions
9. Prioritise and manage multiple support requests simultaneously, ensuring timely resolution according to service level agreements (SLAs)
10. Follow up with users to ensure that issues are resolved to their satisfaction and to provide additional assistance if needed.
11. Perform routine maintenance tasks, such as software updates, virus scans, and backups, to ensure the stability and security of IT systems
12. Monitor system performance and proactively identify potential issues, resolving them before they impact users
13. Troubleshooting technical problems
14. Set up, maintain user workstations
15. Maintain hardware and software inventories
16. Document system processes and solutions
17. Provide technical guidance and demonstrations to users
18. Assist in testing existing and new functionality on business applications and identify issues
Skills required
19. Excellent customer service and interpersonal skills, fluent English
20. Strong time management, organisational and analytical skills with excellent attention to detail
21. Experience using tools for testing, debugging, and troubleshooting
22. Analytical skills and problem-solving abilities
23. Install, configure, and upgrade hardware, software
24. Basic knowledge HTML, CSS, JavaScript
25. Experience with user and group management in Active Directory, Microsoft 365 and Entra
26. Experience with core networking technologies: LAN, WLAN, DNS, DHCP
27. Ability to use existing PowerShell scripts for automated processes
Experience & Qualification
28. Experience of working in a customer-facing role, preferably in a technical support role
29. A degree in a relevant field (e.g. information technology, computer networking, desktop support) or equivalent work experience would be an advantage but is not required
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