IT Support Technician

About the role

The IT Support Technician provides first‑line technical assistance to employees, ensuring that computers, software, networks and other IT equipment run smoothly. The role focuses on rapid issue resolution, system security, and user education.

Key responsibilities

• Deliver first‑level support for desktops, laptops, printers, mobile devices and other IT assets.
• Receive and manage support requests via phone, email, ticketing system or in person.
• Diagnose and resolve hardware, software and network problems promptly.
• Escalate complex issues to senior IT staff when needed.
• Install, configure and maintain operating systems, applications and peripheral devices.
• Perform hardware upgrades, repairs and component replacements.
• Maintain LAN, WAN, Wi‑Fi, VPN and internet connectivity, and coordinate with ISPs.
• Create, modify and deactivate user accounts, manage permissions, passwords and email access.
• Support Microsoft Active Directory and Microsoft 365 administration.
• Track inventory of hardware, software licences and accessories, and manage procurement or disposal.
• Apply antivirus, endpoint protection and other security updates, and educate users on cybersecurity best practices.

Required profile

• Ability to diagnose and resolve hardware, software and network issues.
• Experience providing support for desktop, laptop, printer and mobile devices.
• Familiarity with user account management and IT asset tracking.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Windows and macOS operating systems
• Microsoft Active Directory
• Microsoft 365 administration
• LAN, WAN, Wi‑Fi and VPN configuration
• Ticketing system usage
• Antivirus and endpoint protection tools
• Network connectivity troubleshooting
• Inventory and asset management