The IT Technician role is pivotal in ensuring the seamless operation of an organization’s computer systems and networks. This position involves providing support to both employees and customers by installing, troubleshooting, and diagnosing hardware and software issues. The primary objective is to maintain updated and efficient technological infrastructure to bolster business sustainability.

Key Responsibilities:

• General Support:
  • Monitor the ticketing system (N-Able MSP Manager) and address support requests promptly.
  • Conduct daily checks to ensure the functionality of local networks, including boardrooms (projectors, ClickShare), printers, internet, Wi-Fi, and access control systems.
  • Provide remote support to local and regional staff.
  • Assist vendors with complex technical issues.
• Hardware & Software Maintenance:
  • Perform network cable patching as needed.
  • Execute software maintenance and patching (e.g., Windows Updates, N-Central patching).
  • Ensure all line-of-business applications are installed on endpoints.
  • Ensure endpoints comply with company IT policies.
• Systems & User Support:
  • Configure and support the telephone system (3CX).
  • Set up new laptops and workstations, including screens and docking stations.
  • Configure telephones for new users.
  • Troubleshoot and resolve basic network issues, including Fortinet firewalling, networking, and wireless connections.
• Asset Management & Monitoring:
  • Record all new stock in the asset management system and maintain existing asset records.
  • Monitor NOC dashboards and respond to alerts.
  • Confirm Active Directory (AD) synchronization as required.
• Print, Backup, and Application Support:
  • Monitor and replace printer cartridges as needed.
  • Ensure OneDrive and Metallic Endpoint Protection backups are synced.
  • Support third-party applications on user computers.
• Core Business Platform Support:
  • Support and maintain Office365, Exchange, SharePoint, Teams, Outlook, Azure AD, MS Intune, and other critical platforms.
  • Troubleshoot and maintain email security (Darktrace).
• Networking and ISP Support:
  • Troubleshoot and resolve ISP issues, both locally and regionally.
  • Assist with IT/network projects, ensuring successful completion.
• Intranet Development and Maintenance:
  • Develop and maintain the company intranet and associated sites.

Requirements:

• Diploma in IT, Computer Science, or a related field.
• 1–2 years of experience in IT support or a similar role.
• Proficiency in Microsoft Windows, Office365 environments, and network troubleshooting.
• Strong problem-solving skills and a customer service orientation.
• Ability to work independently and under pressure.

Preferred Skills:

• Experience with remote support tools.
• Certifications such as CompTIA A+, Network+, Security+ or similar are advantageous.
• Certifications such as Microsoft Certified: Azure Fundamentals (AZ-900), Microsoft Certified: Microsoft 365 Fundamentals (MS-900), Microsoft Certified: Windows Client (MD-100), Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900) or similar are advantageous.

This role offers an opportunity to contribute significantly to the organization’s technological efficiency and resilience.

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