IT Desktop Support Technician

Purpose of the Role

To provide reliable first- and second-line IT support to end users, ensuring the availability, security, and optimal performance of desktop systems, network infrastructure, and IT assets across the organisation.

• Provide technical support for desktops, laptops, printers, mobile devices, and peripherals via in-person, remote, and telephonic channels.
• Install, configure, and maintain operating systems (Windows 10/11, macOS) and enterprise applications, including Microsoft Office Suite, Adobe, and company-specific software.
• Troubleshoot hardware and software issues and manage user accounts through Microsoft 365 and Active Directory.
• Log, track, and resolve IT support requests using ticketing systems (e.g., Freshdesk).
• Set up and deploy new workstations, ensuring compliance with company IT policies and standards.
• Perform routine system maintenance, updates, and patch management.
• Train and support employees on new technologies and IT best practices.
• Assist with LAN/WAN and CCTV network monitoring, troubleshooting, and upgrades.
• Support network and endpoint security, including antivirus solutions, endpoint protection, and access controls.
• Maintain accurate IT asset inventories and document all support activities and resolutions.

• IT-related qualification or certification (e.g., CompTIA A+, CompTIA Network+).
• MCSE/MCSA or CCNA certification will be advantageous.
• Valid drivers license.
• 13 years experience in an IT support or help desk role (corporate or enterprise environment preferred).

Technical Skills:

• Windows 10/11 and macOS
• Microsoft Office Suite and Adobe applications
• Active Directory, Microsoft 365, and cloud-based applications
• Hardware and software troubleshooting
• Network fundamentals, including TCP/IP, DHCP, DNS, VLANs, switches, routers, Wi-Fi, and structured cabling
• Basic database management and security knowledge will be advantageous

• Strong problem-solving and critical-thinking skills, with the ability to perform under pressure.
• Excellent customer service orientation with clear verbal and written communication skills.
• Experience in data capturing, reporting, and documentation.
• Well-organised, detail-oriented, proactive, flexible, and reliable.
• Team player with strong interpersonal skills.
• Professional telephone etiquette and effective call-screening abilities.