We are seeking a skilled and proactive IT Support Executive to provide technical support to internal users and external partners. The role focuses on maintaining the efficiency and reliability of systems, hardware, and software while ensuring seamless IT operations across the organisation. You will be responsible for troubleshooting, resolving issues, and implementing solutions to maintain high service availability and productivity.

Main Responsibilities

• Technical Support: Respond promptly to user queries and system alerts via phone, email, or in person, providing assistance on hardware, software, and network-related issues.

• Incident Management: Diagnose, troubleshoot, and resolve technical incidents; escalate complex issues when required.

• Hardware & Software Maintenance: Install, configure, and update software applications and operating systems; perform hardware upgrades and repairs.

• User Training & Support: Provide guidance and training to users on new software, systems, or tools to enhance efficiency.

• User Account Management: Create, modify, and deactivate user accounts; ensure compliance with organisational access and security policies.

• IT Asset Management: Maintain an up-to-date inventory of IT assets, including hardware, software licenses, and peripherals.

• System Monitoring: Continuously monitor system performance and conduct routine maintenance to ensure optimal operation.

• Security Compliance: Support the implementation of IT security protocols, policies, and procedures.

• Collaboration: Work closely with IT colleagues and other departments to address cross-functional issues; liaise with external vendors for technical support when necessary.

• On-Call Support: Participate in the on-call rotation schedule to provide after-hours assistance for critical issues.

• Perform any other duties related to the role as needed.

Education & Qualifications

• Bachelors degree in Computer Science, Information Technology, or a related field.

• Familiarity with ITIL or other IT service management frameworks is an advantage.

• Certifications such as CompTIA A+, MCITP, or equivalent are considered assets.

• Good understanding of networking concepts (TCP/IP, DNS, DHCP, LAN/WAN, routers, switches, wireless technologies).

• Valid Category B driving licence.

Experience

• Minimum 1 year of experience providing technical support in an enterprise environment preferred.

• Hands-on experience installing, configuring, and maintaining software applications, operating systems, and hardware components.

• Basic knowledge of MSSQL queries is considered an advantage.

Core Competencies

• Attention to Detail

• Active Listening

• Problem Analysis

• Technical Proficiency

  • Diagnose and resolve hardware issues (computers, printers, scanners, peripherals).

  • Manage user accounts, permissions, and access controls.

  • Strong knowledge of Windows operating systems and troubleshooting.