Information Technology Technical Support
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Job Summary: Provide comprehensive IT support across multiple platforms and environments, including Windows, Linux, and Apple devices. Perform infrastructure maintenance, network troubleshooting, security monitoring, and administrative tasks for internal and external users, ensuring smooth and secure operation of company and client IT systems. Regular onsite visits and emergency support are provided for multiple clients.
Key Responsibilities:
Technical Support:
- Provide L1, L2, and L3 technical support for internal and external users on Windows, Linux, and Apple devices.
- Diagnose and resolve hardware/software issues on desktops, laptops, servers, and other equipment.
- Setup and configure new machines (Windows/Linux) with company-standard applications.
- Troubleshoot and resolve email issues and set up emails via IMAP and POP.
- Provide remote troubleshooting and technical support for users across multiple locations, resolving IT issues via remote tools and communication.
Client’s Onsite Support:
- Conduct weekly onsite visits to multiple clients to address IT issues, perform routine checks, and handle maintenance.
- Provide emergency onsite support as needed to resolve critical IT problems or outages.
Infrastructure Maintenance:
- Maintain and troubleshoot network equipment (routers, switches, firewalls, CCTV) and related issues (hardware/software).
- Set up new servers or networks from scratch if necessary, including configuration of all required devices.
- Manage and maintain IT infrastructure, including servers, laptops, desktops, and other company equipment.
Security Responsibilities:
- Ensure IT security by implementing and maintaining firewalls, antivirus software, security patches and monitoring for potential security threats.
- Enforce security protocols, including multi-factor authentication, data encryption, and secure access to systems and networks.
- Assist in managing security incidents and ensuring data protection compliance.
Server & IT System Administration:
- Install, configure, and troubleshoot servers in Windows, Linux, and Apple environments.
- Manage company and client servers, networks, and associated equipment.
- Administer and manage Microsoft Office 365, Google Workspace, AWS, Google Cloud Platform, Digital Ocean, Cloudflare, Namecheap, and Freshdesk.
- Create and manage user accounts, manage services, maintain domains, DNS records, and SSL certificates.
Vendor & Client Communication:
- Liaise with suppliers, vendors, ISPs, and clients for procurement, maintenance, and issue resolution.
- Coordinate repairs or replacement of defective hardware and software.
Database & Equipment Management:
- Maintain and update an inventory of IT equipment, including issuance, returns , procurement and disposal.
- Diagnose and assess surrendered IT equipment for physical damage, preparing forms for record-keeping.
Documentation and Reporting:
- Maintain detailed technical documentation, including network setups, server configurations, and troubleshooting processes.
- Ensure proper documentation for issue resolution to streamline future support and maintain operational transparency.
- Utilize ticketing systems to log, track, and manage user requests and IT issues.
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