GENERAL PURPOSE OF THE JOB
The Senior IT Technical Support Assistant is responsible for providing timely and accurate technical assistance to end-users, ensuring the smooth operation and optimal use of technology within an organization.
DUTIES AND RESPONSIBILITIES
· Troubleshoots and resolves IT-related concerns by accurately diagnosing and resolving hardware, software, network, and security issues, and implementing effective solutions to restore optimal functionality;
· Provides employees with proactive and reactive user support services through clear guidance, answering queries, and walking users through technical processes, both remotely and in person;
· Performs tasks like software installation, system configuration, data backups, and security patch application to guarantee optimal performance and minimize vulnerabilities;
· Escalates situations beyond own expertise and efficiently hands them off to higher-level IT support personnel;
· Initiates knowledge sharing and captures by documenting all interactions and solutions for future reference and team knowledge sharing, empowering continuous improvement;
· Stays ahead of the industry standards and practices in Information and Communications Technology by actively learning about emerging technologies and trends, and applying the best possible solution to the company;
· Delivers clear instructions, creates user guides, and conducts training sessions related to IT Office equipment to minimize support requests and enhance user self-sufficiency;
· Identifies potential issues in the IT infrastructure and equipment of the Company and takes preventive measures to avoid disruptions or downtime, ensuring system stability and user continuity; and
· Acts as a liaison between users and IT management, effectively communicating user needs and suggesting improvements to IT services and processes.
Other tasks:
· Assists the Department with the implementation and rollout of new technologies. This could involve testing new systems, providing user training, and documenting processes;
· Participates in IT projects specifically, in providing technical expertise, feedback, or user insights during project planning and execution as needed;
· Interacts with vendors on behalf of end-users, including troubleshooting issues with vendor-provided software or hardware, and reporting problems; and
· Performs other related tasks as assigned by the Immediate Superior
JOB PROFILE
A. Educational Background
· Must possess a Bachelor’s Degree in Information Technology, Computer Science, or any related course.
B. Professional Background
· Must have at least 3 years of work experience in IT helpdesk support.
· Preferably with relevant IT Certifications.
C. Knowledge Requirements
· Strong understanding of various operating systems: Windows, macOS, Linux, mobile platforms, etc.
· Proficiency in troubleshooting hardware and software issues: Diagnosing and resolving problems with computers, peripherals, networks, and applications.
· Networking fundamentals: Knowledge of network protocols, configurations, and troubleshooting techniques.
· Security awareness: Understanding security best practices, data protection principles, and common threats.
· Ability to use relevant IT tools and software: Helpdesk ticketing systems, remote access tools, diagnostic software, etc.
D. Skills Requirements
· Monitoring system performance: Identifying and addressing potential issues before they impact users.
· Creating and maintaining knowledge bases: Building a repository of solutions and resources for users to access independently.
· Participating in IT projects: Assisting with the implementation and rollout of new technologies.
· Providing feedback to IT management: Sharing insights and suggestions for improving IT services and processes.
E. Ability Requirements
· Ability to work independently and as part of a team.
· Ability to prioritize tasks and meet deadlines.
· Ability to maintain confidentiality and handle sensitive data.
· Ability to adapt to changing requirements and technologies.
4. Occupational Safety
· The position reports to the Head Office and typically has very low to no exposure to occupational and safety hazards.