Overview
We are looking for a proactive and customer-focused IT User Support Technician to join our growing team. The ideal candidate will provide technical assistance, troubleshoot issues, and ensure smooth functioning of IT systems for end users. This role requires strong problem-solving skills, excellent communication abilities, and a commitment to high-quality support.
Responsibilities
* Provide first-line and second-line technical support to end users across hardware, software, and network issues.
* Install, configure, and maintain desktops, laptops, mobile devices, printers, and other IT equipment.
* Support Microsoft Windows, Office 365, email configurations, and user account management.
* Troubleshoot connectivity issues, including LAN/WAN, Wi-Fi, and VPN.
* Perform system updates, patches, and routine maintenance.
* Log, track, and resolve incidents using the company’s ticketing system.
* Assist with onboarding and offboarding users, including setting up devices and access permissions.
* Educate users on best practices, cybersecurity hygiene, and safe system usage.
* Escalate unresolved technical issues to senior technicians when required.
* Maintain documentation of procedures, asset inventory, and support activities.
Qualifications
* Proven experience as an IT Support Technician, Service Desk Technician, or similar role.
* Strong understanding of Windows OS, Office 365, basic networking, and computer hardware.
* Knowledge of Active Directory, user account management, and basic server interactions (preferred).
* Excellent troubleshooting and analytical skills.
* Strong customer service and communication skills.
* Ability to prioritize tasks and manage multiple issues efficiently.
* Relevant certifications such as CompTIA A+, Network+, Microsoft 365, or MCSE (advantageous).
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