We are seeking a motivated and detail-oriented IT Services Technician to join our dynamic IT team. This role provides first-line technical support via phone, email, or in-person for hardware, software, and network-related issues. The ideal candidate is passionate about technology, has strong problem-solving skills, and delivers exceptional customer service.
Responsibilities: Provide first-line technical support via phone, email, or in-person for hardware, software, and network-related issues. Troubleshoot and resolve basic IT issues, including desktop, laptop, printer, and peripheral malfunctions. Assist users with software installations, account setups, and password resets. Log, track, and document all service requests in the ticketing system, ensuring timely resolution or escalation. Escalate unresolved issues to Level 2 or specialised teams with detailed documentation. Maintain and update IT knowledge base articles and self-service wikis for common issues. Perform routine maintenance tasks, such as software updates and system backups, as directed. Assist with onboarding new employees, including setting up workstations and accounts. Adhere to company IT policies, procedures, and security protocols. Provide new hire onboarding and offboarding service support.
Basic Qualifications: High school diploma or equivalent; Associate’s degree in IT, Computer Science, or related field preferred. 0-2 years of experience in IT or a related field (entry-level candidates encouraged to apply). Basic understanding of Windows and macOS operating systems, Microsoft Office Suite, and common software applications. Familiarity with troubleshooting hardware (PCs, laptops, printers) and basic networking concepts (TCP/IP, DNS, DHCP). Strong communication and customer service skills to assist non-technical users effectively. Ability to prioritise tasks and manage time efficiently in a fast-paced environment. CompTIA A+, Network+, or similar certifications are a plus but not required. Ability work after hours and graveyard shifts.
Preferred Skills and Experience: Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk) or IT service management tools. Basic knowledge of Active Directory and user account management. Willingness to learn and adapt to new technologies and processes.
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