IT Support Technician (IT Generalist)

Introduction

We're accepting applications for the position of IT Support Technician. The purpose of this position will be to provide day-to-day technical support to users, maintain IT infrastructure, troubleshoot hardware and software issues, administer company systems and ensure the availability, security and performance of IT resources across the business.

This will include heldpes, network administration, sysadmin, infosec, backup and disaster recovery, documentation and reporting, and project support.

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Duties & Responsibilities

• Providing first-line and second-line IT support to employees
• Resolving hardware, software, printer, network and system-related issues
• Logging, tracking and closing support tickets within agreed service levels
• Providing user training and guidance where required
• Installing, configuring and maintaining desktop computers, laptop computers, printers and mobile devices
• Managing software installations, licensing and updates
• Ensuring all IT equipment is properly recorded and maintained
• Monitoring and maintaining LAN, WAN, Wi-Fi and internet connectivity
• Troubleshooting network-related issues and escalating where necessary
• Supporting firewall, VPN and remote access solutions
• Creating and managing user accounts, permissions and access rights
• Supporting Microsoft 365, Microsoft Teams, Microsoft Outlook and other business applications
• Performing routine system checks and maintenance tasks
• Ensuring adherence to IT policies and security procedures
• Assisting with implementing cyber security controls and user awareness initiatives
• Reporting and responding to security incidents and vulnerabilities
• Monitoring backup processes and ensuring successful completion
• Performing regular restore tests as required
• Assisting with disaster recovery planning and implementation
• Maintaining accurate IT asset registers and support documentation
• Documenting IT procedures, configurations and support activities
• Preparing reports on recurring issues and system performance
• Assisting with IT projects, upgrades and new technology implementations
• Participating in system testing and deployment activities
• Supporting branch expansions and infrastructure improvements

Desired Experience & Qualification

• Diploma or Certificate in IT, Computer Systems, Network Administration or related
• Microsoft, CompTIA A+, N+, Security+ or similar certifications advantageous
• At least 5 to 7 years' experience in an IT support or systems administration environment
• Experience supporting Microsoft 365, Active Directory and business systems
• Experience troubleshooting desktop, network and user issues
• Exposure to cloud technologies and cybersecurity practices will be advantageous