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
* Provide 1st line IT support (whether in person, or remotely) to employees and other internal customers to ensure a great experience for all users
* Support users of Windows desktop and laptop computers
* Support users of iOS and Android mobile devices
* Support users of standard as well as line of business applications
* Use existing processes to deploy computers and software as required
* Follow standards and processes to onboard and offboard users
* Assist with the management of user accounts, permissions, and access controls to ensure secure and appropriate access to resources
* Log and track all support requests and incidents in the IT service management system, ensuring accurate documentation of issues and resolutions
* Prioritise and manage multiple support requests simultaneously, ensuring timely resolution according to service level agreements (SLAs)
* Follow up with users to ensure that issues are resolved to their satisfaction and to provide additional assistance if needed.
* Perform routine maintenance tasks, such as software updates, virus scans, and backups, to ensure the stability and security of IT systems
* Monitor system performance and proactively identify potential issues, resolving them before they impact users
* Troubleshooting technical problems
* Set up, maintain user workstations
* Maintain hardware and software inventories
* Document system processes and solutions
* Provide technical guidance and demonstrations to users
* Assist in testing existing and new functionality on business applications and identify issues
Skills required
* Excellent customer service and interpersonal skills, fluent English
* Strong time management, organisational and analytical skills with excellent attention to detail
* Experience using tools for testing, debugging, and troubleshooting
* Analytical skills and problem-solving abilities
* Install, configure, and upgrade hardware, software
* Basic knowledge HTML, CSS, JavaScript
* Experience with user and group management in Active Directory, Microsoft 365 and Entra
* Experience with core networking technologies : LAN, WLAN, DNS, DHCP
* Ability to use existing PowerShell scripts for automated processes
Experience & Qualification
* Experience of working in a customer‑facing role, preferably in a technical support role
* 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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