Overall Purpose of Job
The IT Support Officer is responsible for providing high-level technical support for office IT operations, including managing IT inventory, handling ticketing systems, and supporting end-users. This role focuses primarily on IT support functions while having some exposure to server, network, and firewall administration, which will be an advantage.
Key Responsibilities
Office IT Support Responsibilities:
- Provide Tier I and Tier II IT support for end-users, ensuring timely resolution of technical issues.
- Install, configure, and maintain office IT equipment, including desktops, laptops, printers, and scanners.
- Troubleshoot hardware and software issues across various platforms.
- Maintain Video Conference systems and other office communication tools such as 3CX and MS Teams.
- Create and maintain IT support documentation and user guides.
Inventory & Ticketing System Management:
- Maintain and track IT assets, ensuring accurate inventory records.
- Handle IT procurement, liaising with vendors for office equipment and software.
- Manage the IT ticketing system, ensuring incidents and service requests are logged, tracked, and resolved efficiently.
- Generate reports on IT support metrics and inventory status.
Basic Server, Network, Wi-Fi & Firewall Exposure (Advantageous):
- Assist in basic Windows server user account management and troubleshooting.
- Support day-to-day network connectivity and Wi-Fi performance issues.
- Perform basic firewall monitoring and assist in security-related tasks.
- Collaborate with senior engineers to gain exposure to IT infrastructure projects.
Required Competencies & Qualifications
Education & Certifications:
- Diploma or Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field.
- ITIL certification or similar service management framework knowledge is an advantage.
- Basic certifications in Microsoft, Networking, or IT Support (e.g., CompTIA, Microsoft Fundamentals) are a plus.
Experience & Skills:
- Minimum 3 years of experience in IT support, including hardware, software, and network troubleshooting.
- Strong experience in office IT support, including setup and maintenance of office hardware and software.
- Experience in managing IT inventory and procurement processes.
- Proficiency in handling ticketing systems and IT service management tools.
- Basic knowledge of Windows servers, networking, Wi-Fi, and firewall management is a plus.
- Strong problem-solving skills with the ability to troubleshoot technical issues effectively.
- Good communication and interpersonal skills to support end-users and collaborate with IT teams.
- Ability to work independently and escalate complex issues when necessary.
General Requirements
- Experience working in a multinational or multicultural team is an advantage.
- Strong collaboration skills and ability to interact with different levels of the organization.
- Self-motivated and eager to develop technical expertise.
- Willing to travel occasionally for onsite support and training.
- Willing to go onboard vessel when required.
