IT Support Technician

Support Duties

• Provide both scheduled and ad hoc IT support to clients, ensuring timely and effective resolution of issues.
• Troubleshoot IT infrastructure and end-user desktop applications via onsite visits, phone calls, email, and remote access.
• Replace faulty PC and server hardware, perform upgrades, and carry out routine hardware maintenance.
• Escalate unresolved or complex issues to senior-level support in a timely manner.
• Document all support activities and updates accurately in the company's ticketing system.
• Monitor and follow up on critical client issues until resolution proactively alert management of potential escalations or service disruptions.
• Provide support for software, antivirus, backup, and system-related issues where applicable.

Project Responsibilities

• Assist in the setup, installation, configuration, and testing of computer systems, networks, and peripheral devices.
• Accept and execute project assignments, providing regular updates and progress reports to the Project Manager.
• Coordinate with vendors, contractors, or third-party providers when necessary to support project deliverables.
• Participate in the handover of completed projects to support teams with proper documentation.

Sales Support

• Collaborate with the Sales Team to understand business and technical requirements from clients.
• Assist in designing IT solutions that address client needs, ensuring feasibility and scalability.
• Support pre-sales technical consultations and provide input for solution proposals.
• Engage with clients to clarify expectations and explain proposed IT solutions effectively.

General Responsibilities

• Maintain clear and effective communication with Account Executives and Management on client-related matters.
• Identify opportunities to improve internal processes and contribute to operational efficiency and service quality.
• Support the company's sales and client engagement activities, including meetings and product demonstrations when needed.
• Maintain professional conduct and uphold company standards when interacting with clients and stakeholders.
• Keep up-to-date with current technologies and best practices to stay relevant and provide high-quality service.