Job Description:
Organizational Setting and ReportingThis role is part of the Information Technology function under the Communications and Information Technology Services (CITS) / IT Operations team. The incumbent will be based at the assigned office location and will report to the IT Support Lead / IT Manager responsible for end-user computing services.
Role SummaryThe L1 End-User IT Support Technician provides first-level (L1) technical assistance to employees for hardware, software, and basic network-related issues. The role focuses on prompt incident resolution, service request fulfilment, asset tracking, and maintaining a high standard of user satisfaction.
Key ResponsibilitiesProvide first-level technical support (L1) for end-user issues related to desktops, laptops, printers, peripherals, standard applications, and basic network connectivity.Diagnose and resolve problems involving operating systems, office productivity tools, email clients, VPN, and corporate applications.Log, track, update, and resolve incidents and service requests using the organization’s IT ticketing system, ensuring adherence to SLAs.Perform installation, configuration, imaging, and deployment of desktops/laptops and approved software packages.Support onboarding/offboarding activities including system setup, account provisioning coordination, and equipment handover.Maintain and update IT asset inventory using Excel and company-provided asset management tools; ensure accurate records of hardware allocation and status.Coordinate repair, replacement, and warranty handling of faulty equipment with vendors or higher-level support teams.Escalate unresolved or complex issues to L2/L3 teams with proper documentation and troubleshooting details.Assist users with password resets, access issues, and basic security best practices in accordance with company policies.Support meeting room IT equipment (projectors, conferencing tools, as needed.Ensure compliance with organizational IT policies and acceptable use guidelines.Stay updated with emerging technologies and demonstrate willingness to learn internal platforms and tools such as GitLab, Microsoft Azure, AWS, and virtualization technologies.Provide courteous, professional, and user-focused support at all times.
Core CompetenciesTechnical Problem Solving: Ability to troubleshoot end-user hardware, software, and connectivity issues efficiently.Communication: Clear verbal and written communication skills to interact with users and document solutions.Customer Service Orientation: Patient, approachable, and focused on delivering a positive user experience.Teamwork: Collaborates effectively with other IT teams and stakeholders.Adaptability & Learning: Willingness to learn new tools, systems, and technologies used within the organization.
Qualifications and ExperienceEducation:Diploma/Degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).Experience:Experience in Help Desk / Desktop Support / End-User Support roles is preferred.Hands-on experience with Windows OS, standard office applications, and common peripherals.Familiarity with basic networking concepts (LAN, Wi-Fi, TCP/IP).Experience handling IT tickets and service requests.Exposure to asset management practices.Additional Skills:Basic understanding of cloud platforms (Azure, AWS) and virtualization is an advantage.Knowledge of collaboration tools, remote support tools, and endpoint security solutions is beneficial.Language:Fluency in spoken and written English.
Work ConditionsThis is a full-time, on-site role requiring presence in the office five days a week (Monday to Friday, 10:00 AM – 6:30 PM).May occasionally require extended hours for critical support or maintenance activities.
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