IT Technical Support

About the role

The IT Technical Support role provides first‑line assistance to end users, ensuring that daily IT services run smoothly. You will troubleshoot hardware, software, network and communication issues, support users on‑site, and escalate complex problems when necessary, aiming to minimise downtime and maintain high user satisfaction.

Key responsibilities

• Deliver first‑level support for hardware, software and network incidents.
• Respond promptly to service requests and incidents.
• Troubleshoot PCs, laptops, printers and peripheral devices.
• Assist with basic network connectivity (LAN, Wi‑Fi, TCP/IP).
• Provide entry‑level support for Cisco switches, VLANs and port access.
• Install, configure and set up user devices and IT equipment.
• Support Windows operating systems and perform basic Linux administration.
• Offer basic assistance for cloud services, focusing on Azure fundamentals.
• Support VoIP and unified communication systems with elementary troubleshooting.
• Escalate critical or complex issues to senior staff or vendors.
• Document incidents, solutions and procedures clearly.
• Follow IT policies, security standards and best practices.

Required profile

• Bachelor’s degree in IT, Computer Science or a related field.
• 2–5 years of experience in technical support.
• Relevant certifications such as CCNA are a plus.

Required skills

• Hardware & software troubleshooting (PCs, laptops, printers).
• VoIP systems support.
• Networking fundamentals (LAN, Wi‑Fi, TCP/IP).
• Windows OS support.
• Basic Cisco networking knowledge (switching, VLAN awareness).
• Ticket handling and documentation.
• Linux basic administration.
• Azure fundamentals.
• CCNA certification (or equivalent knowledge).