Associate, IT Technical Support Management

JOB PURPOSE

Provide frontline technical support and assist in managing the organisation’s IT infrastructure by performing maintenance, troubleshooting, and issue resolution to ensure system reliability, security, and operational efficiency.

KEY ACCOUNTABILITIES

Manage IT Infrastructure

• Administer IT systems by configuring, maintaining, and monitoring infrastructure components through regular checks and diagnostics to ensure optimal performance and prevent system failures that could disrupt business operations.
• Monitor system health by tracking performance metrics and regularly analysing data to proactively identify and resolve issues, ensuring infrastructure reliability and avoiding potential downtime.

Provide End-User Technical Support

• Resolve hardware, software, and network issues by diagnosing problems using standard troubleshooting procedures to minimise disruptions, ensuring business continuity and maintaining user productivity.
• Offer remote and on-site support by following established protocols and providing step-by-step communication to end-users to ensure technical issues are addressed swiftly, enabling minimal downtime.

Handle IT Service Requests and Tickets

• Update and manage IT service requests by logging and tracking tickets in the IT service management system to ensure prompt resolution and adherence to service-level agreements (SLAs), thereby maintaining user satisfaction and operational efficiency.
• Log and track IT incidents by documenting each step in resolving service requests, maintaining clear and accurate records to provide transparency and accountability for IT support services.

Support IT Asset Management

• Coordinate the deployment and maintenance of IT assets by tracking inventory and documenting usage in the asset management system to ensure equipment availability, prevent shortages, and support business needs.
• Conduct regular audits and physical checks of IT assets by verifying inventory data and conducting inspections to ensure equipment is accounted for and in working order, reducing the risk of resource gaps.

Facilitate Service Continuity

• Maintain uninterrupted IT services by installing, configuring, and upgrading systems as required to minimise service disruptions and sustain operational efficiency.
• Track critical infrastructure components and implement failover mechanisms and contingency measures to ensure system availability during outages or hardware failures, safeguarding business continuity.

EDUCATION QUALIFICATION

• Degree in Information Technology, Computer Science or related disciplines.

RELEVANT EXPERIENCE

• 1 - 5 years of experience in a similar end user support role, particularly handling complex issues requiring onsite/offsite resolution
• Knowledge on deploying, configuring, supporting, troubleshooting, debugging and administering Wireless LAN products and technologies.