IT Support Officer

Looking for an IT Support officer to join our team and provide technical assistance and maintenance for our IT systems and networks. Apply now and grow your IT career with us.

Job Responsibility

  • Respond to troubleshooting issues raised by end users and understand the issues/technical problems and resolve the issues within stipulated timelines.
  • Coordinate with the vendors to understand the nature of the problem, and the resolution to be provided and communicate the same to the end-users along with the expected resolution time.
  • Maintain documentation for troubleshooting calls, and document problems and solutions implemented for future reference.
  • Analyze issue resolution to identify common trends, conduct root cause analysis and resolve repeating issues.
  • Configure/ install hardware, peripherals, and software applications in accordance with project / operational requirements.
  • Ensure security applications such as endpoint protection products and operating system updates are updated/renewed in all computers and security best practices are followed.
  • Schedule daily operations such as backup, file archive, etc., and execute the jobs as per the schedule.
  • Track employee exits and ensure that IT assets allotted are collected back, check the condition of assets, and provide inputs on recoveries, etc.
  • Create, modify, and delete user accounts as per the request and approval from respective stakeholders.
  • Ensure the business users are trained /upskilled to resolve their own issues such that they are efficient and effective and also the support requests are reduced.
  • Carry out improvement activities for increased efficiency, including root cause analysis, corrective/preventive actions, etc.
  • Update the asset inventory periodically and keep track of hardware inventory and device allotments. 


Job Duties

The primary job role of the ICT support officer will be to support day-to-day ICT help desk support for the users and follow standard operating procedures in handling regular ICT operations of the organization.


Requirements

Technical knowledge
  • Ability to manage Windows active directory, DNS, DHCP, and file servers.
  • Understanding of virtualization platforms and cloud hosting.
  • Experience in handling networking devices including Cisco switches, Mikrotik routers, Unifi access points
  • Basic knowledge of help desk systems and ITIL framework

Qualifications
  • 2 to 3 years of experience in a job related to ICT help desk support, handling daily operations of an ICT function, or coordinating ICT services and projects.
  • Experience in handling a help desk system will be an added advantage.
  • A bachelor’s degree/ diploma in ICT and professional qualification in information.
  • technology such as CCNA, MCP, MCSA, MCSE, and RHCSA.
  • Behavioral competencies.
  • Communication.
  • Teamwork and collaboration.
  • Client orientation.

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