About this role
Technical Support and Troubleshooting
- Respond to hardware-specific issues related to physical devices like computers, printers, and mobile devices.
- Install, configure, and repair hardware and peripherals, ensuring device functionality.
Network Infrastructure Support
- Assist in setting up and maintaining network hardware (e.g., routers, switches).
- Troubleshoot basic network connectivity issues, escalating advanced problems to the network team.
Inventory and License Management
- Maintain inventory of physical IT hardware assets.
- Track the usage and condition of hardware; assist in software compliance as needed.
Project and Initiative Support
- Support hardware-focused projects, such as device upgrades and deployments.
- Assist in hardware aspects of larger IT projects, coordinating with ICT for software elements.
Collaboration and Escalation
- Work with technical staff on hardware issues, escalating software or complex issues to ICT.
Employee Training and Support
- Provide training on hardware equipment, including device care and basic troubleshooting.
- Develop hardware-focused guides for user assistance.
Continuous Learning and Development
- Stay updated on hardware trends, device advancements, and peripheral compatibility.
- Recommend new hardware tools or devices to improve system performance.
For Executive ICT role
Technical Support and Troubleshooting
- Address a full range of IT support issues, including hardware, software, and network troubleshooting.
- Resolve both device-level and application-level issues for integrated IT support.
Network Infrastructure Support
- Oversee network infrastructure, managing configurations and security for reliable connectivity.
- Conduct advanced network troubleshooting, coordinating with specialized teams as necessary.
Inventory and License Management
- Manage both hardware and software assets, ensuring compliance with software licensing.
- Coordinate with vendors on software renewals and organizational policy alignment.
Project and Initiative Support
- Lead or coordinate IT projects, including software rollouts and network expansions.
- Assess project requirements, plan resources, and ensure smooth transitions in alignment with organizational IT strategy.
Collaboration and Escalation
- Collaborate with both hardware and software specialists, resolving complex technical issues.
- Escalate only high-level issues, leveraging internal and external resources for solutions.
Employee Training and Support
- Conduct training on software, IT policies, and security protocols, covering both hardware and software knowledge.
- Create comprehensive guides for users, covering IT equipment and application use.
Continuous Learning and Development
- Stay informed on broad IT advancements, exploring new software, network technologies, and security practices.
- Recommend technology strategies to enhance system efficiency and user experience.