We are excited to collaborate with an educational organization seeking a 1st/2nd Line support technician to join their team. If you have solid expertise in problem-solving, customer assistance, and you're aiming to progress in your career, this opportunity could be just right for you.

• Handle 1st Line and 2nd Line support for reported issues through the help desk.
• Diagnose faults, aid users, investigate causes, and provide short-term relief and final resolution whenever possible.
• Escalate unresolved issues appropriately.
• Record issues with 3rd Parties for hardware/software fixes under warranty/support contracts.
• Contribute to ongoing projects within the team, collaborate with colleagues to meet deadlines, and achieve project goals.
• Enhance IT department services and build a reputation for excellence.
• Perform physical tasks like relocating/installing computers, printers, switches, and server room maintenance.
• Conduct diagnostic procedures on PCs, mobile devices, VOIP phones, peripherals, and applications.
• Assist in application installation, configuration, and deployment.
• Troubleshoot application installation and compatibility issues, and apply necessary software patches.
• Provide support to users for ICT utilization and offer guidance and training as needed.
• Support Mobile Device Management.
• Help in locating lost devices and utilizing wireless management tools.
• Assist users with mobile device issues (Macbooks and iPads).

• Knowledge of fault-finding and diagnostic techniques.
• Experience with Windows desktop operating systems (Windows 10).
• Proficiency in iOS.
• Work experience in organizations with wired/wireless network infrastructure.
• Google Workspace familiarity.
• Hands-on experience with iPads.
• Proficiency in helpdesk or issue tracking systems.