Job Purpose

The IT Support Officer will provide high-quality technical support across the organization by delivering reliable first-line IT assistance to employees. The role involves learning internal systems, shadowing the current IT team, and progressively becoming the primary contact for IT support requests.

The position works closely with the Senior Manager, Technology to support technology initiatives, system rollouts, and ensure dependable day-to-day desktop and infrastructure support.

This is an excellent opportunity for a proactive, customer-service-oriented professional who is eager to grow, learn, and contribute to a collaborative environment.

Key Responsibilities

Technical Support

• Provide first-line technical support to employees across all company entities (onsite and remote).

• Act as the primary point of contact for IT support requests.

• Troubleshoot and resolve issues related to:

  • Hardware

  • Software

  • Network connectivity

  • System access

Systems & Infrastructure Support

• Manage user accounts and permissions in Microsoft 365 and SharePoint.

• Set up and configure:

  • Laptops

  • Desktops

  • Mobile devices

• Support meeting room technologies and video conferencing systems.

IT Operations

• Monitor and maintain IT asset inventory.

• Maintain documentation of:

  • IT support activities

  • Issue resolutions

  • Equipment records

• Conduct routine system and network checks.

Projects & Technology Initiatives

• Support rollout of new systems, software, and infrastructure projects.

• Assist the Senior Manager, Technology with technology implementation.

• Identify recurring issues and suggest improvements.

Onsite Support

• Conduct periodic visits to other company locations to provide IT assistance.

• Ensure minimal downtime and operational continuity.

Governance & Compliance

• Follow company IT governance, security, and data protection standards.

• Ensure support requests are logged and documented according to service standards.

Qualifications & Experience

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field.

• Strong understanding of Windows environments, Microsoft 365, and common enterprise applications.

• Excellent communication and problem-solving skills, with a focus on customer service.

• Additional IT certifications such as CompTIA A+ or ITIL Foundation are an advantage.

Minimum Experience

• 3+ years of experience in an IT support or helpdesk role.

• Strong technical proficiency with Windows, Microsoft 365, network troubleshooting, and enterprise applications.

• Excellent communication, problem-solving, and interpersonal skills.

• Customer-service mindset — approachable, patient, and solution-focused.

• Willingness to travel between company sites as required.

• Curiosity and enthusiasm for learning new systems, tools, and technologies