Job Purpose (Job Description – Overview)

The Technical Support role is responsible for providing first-line IT support to end users, ensuring the smooth operation of daily IT services. The role focuses on troubleshooting hardware, software, network, and communication issues, supporting users on-site, and escalating complex problems when required. The objective is to maintain high service availability, minimize downtime, and ensure user satisfaction.

Key Responsibilities (Responsibilities Section)

Provide first-level IT support for end users (hardware, software, and network issues)

Respond to service requests and incidents in a timely and professional manner

Troubleshoot PCs, laptops, printers, and peripheral devices

Support basic network connectivity issues (LAN, Wi-Fi, TCP/IP fundamentals)

Provide basic support for Cisco network devices (switches, VLANs, port access)

Assist with installation, configuration, and setup of user devices and IT equipment

Support Windows operating systems and basic Linux operations

Provide basic support for cloud services (Azure fundamentals)

Support VoIP and unified communication systems (basic troubleshooting)

Escalate complex or critical issues to senior IT or vendors when required

Document incidents, solutions, and procedures clearly

Follow IT policies, security standards, and best practices

Maintain clear and professional communication with all users