IT Support Officer

IT Support Officer

We're seeking a passionate, detail-oriented professional as an IT Support officer to join our team. The candidate will provide day-to-day technical support to ensure the smooth functioning of Foteino Talento’s IT infrastructure. This includes hardware and software troubleshooting, maintaining internet and network systems, and supporting staff with the tools they need to work efficiently. The ideal candidate is a proactive problem solver with a strong understanding of IT systems, attention to detail, and a service-oriented mindset.

• 1-2 years of experience in IT support or a related function providing technical assistance in a business setting.
• Bachelor’s Degree in Information Technology, Computer Science, or a related field
• Hands-on experience with hardware and software troubleshooting for PCs, Macs, mobile devices, and networking equipment.
• Ability to work independently

Technical Support & Troubleshooting:

• Provide end-users with fast and effective technical help by phone, email, in-person, or remote access.
• Diagnose and troubleshoot hardware, software, and network issues on PCs, laptops, printers, mobile devices, and other peripherals.
• Manage helpdesk tickets and prioritize jobs according to their urgency and influence on business operations.
• Troubleshoot operating systems (Windows, macOS, Linux, etc), application software, and network connectivity problems.
• Support the installation, configuration, and upkeep of desktop computers, mobile devices, and IT equipment.

System Maintenance & Monitoring:

• Conduct routine system checks and maintenance, such as updates, patches, backups, and hardware health monitoring.
• Monitor network performance, detect potential problems, and escalate them to higher-level IT personnel or vendors as necessary.
• Maintain and update the IT asset inventory, including software licenses, hardware devices, and equipment distribution.

User Account Management:

• Manage user accounts and access privileges using Active Directory (AD), Office 365, Google Workspace, OneDrive, SharePoint or another user management system.
• Create new employee accounts and configure email, network access, and system permissions in accordance with business regulations.
• Ensure effective offboarding for employees by revoking system access and collecting IT assets upon termination.

Network Support:

• Assist with the installation, configuration, and troubleshooting of network devices such as routers, switches, firewalls, and wireless access points.
• Monitor and troubleshoot local area networks (LAN), wide area networks (WAN), and wireless networks to ensure continuous connectivity.
• Help to resolve VPN, DNS, DHCP, and IP setting issues.

Security and Compliance:

• Assist with IT security processes, such as antivirus administration, software patching, and data backup procedures.
• Ensure that the organization's cybersecurity policies are followed, such as handling sensitive data properly and using secure communication methods.
• Educate employees about IT security best practices such as password management, phishing awareness, and data protection.
• Identify and notify senior IT workers of any potential security vulnerabilities or breaches so that they can be addressed immediately.

IT Equipment Management:

• Assist with the installation, configuration, and troubleshooting of gear such as computers, servers, projectors, video conferencing systems, and printers.
• Collaborate with vendors and suppliers on hardware acquisition, maintenance, and warranty services.
• Perform hardware updates and replacements as needed, including memory, storage, and peripherals.

Software Installation & Support:

• Install, configure, and support the organization's software programs, such as office productivity suites, specialist tools, and business applications.
• Ensure that all software is appropriately licensed, up to date, and complies with organizational standards.
• Provide end-users with training and guidance on program capabilities and usage.

Documentation and Reporting:

• Document technical challenges, resolutions, and IT processes for future use and information exchange.
• Keep accurate records of all support requests and system maintenance actions in the helpdesk ticketing system.
• Prepare reports on system performance, support metrics, and outstanding issues for evaluation by the IT Manager.

Technical Skills:

• Experience with operating systems (Windows, macOS, and Linux).
• Experience with Office 365, Google Workspace, and other productivity tools.
• Basic knowledge of Active Directory, user account management, and network protocols (TCP/IP, DNS, DHCP).
• Basic understanding of network gear, firewall setups, and VPN setup.
• Experience using IT ticketing systems and remote support technologies.

Communication Skills:

• Communicate effectively with non-technical staff to explain IT issues and solutions clearly and understandably.
• Collaborate with other IT team members to resolve complex technical issues and contribute to larger IT initiatives.

Please contact Foteino Talento if you are interested in this role.

LinkedIn: Foteino Talento

Job Type: Full-time