What you will do:

• Provide technical assistance and support for ICT systems, software, and hardware.
• Develop training manuals and other technical documentation
• Respond to queries over the phone, chat or web tickets
• Log tickets for incidents and service requests on behalf of IT users
• Train users.
• Maintain optimal performance of computer systems.
• Install, modify and repair computer hardware, software and accessories
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), Telephony and other systems.
• Follow up with users on status, feedback and to ensure issues have been resolved.
• Support users seeking technical assistance in person, over the phone, on chat or email.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs and contribute to knowledge base articles.
• Pass on any feedback or suggestions by users to the appropriate internal team.
• Identify and suggest possible improvements for procedures and ways of working.
• If necessary, log tickets for incidents and service requests on behalf of IT users
• Proactively identify issues and resolve before they become an incident
• Follow up with users on status, feedback and to ensure issues have been resolved
• Attend user experience information sessions and ensure best practice is roll-out locally
• Support meeting room solutions including audio visuals and wall panel

The skills you bring:

• Minimum 2 Years of experience working with Microsoft Windows Operating Systems
• Knowledgeable in additional OS such as MacOS and Linux is a plus
• Experience with networking (LAN, WLAN and WAN) concepts and technologies
• Knowledgeable in managing iOS and Android devices.
• Experience with Microsoft Office 365 (Outlook, Skype, TEAMS, etc.)
• Client Facing Skills (friendly, approachable, calm under fire and patient)
• Proven experience as a help desk technician or other customer support role
• Excellent teamwork, time-management and organizational skills
• Ability to diagnose and resolve technical issues
• Excellent communication skills