Position – IT Support Technician (Tier-1)

Location/Shift – Office/Night

No. of Requirements – 5

Purpose of the position

To act a critical role in ensuring the smooth operation by providing technical assistance to end-users. This position is responsible for diagnosing, troubleshooting, and resolving software, and network-related issues while maintaining system security through the effective management of utility software, including antivirus and firewall solutions. With a strong focus on customer service, the role requires excellent English communication skills, problem-solving abilities and a solid understanding of Microsoft Office Applications. The IT Support Technician contributes to the overall efficiency and security enabling to work productively with minimal technical disruptions.

Responsibilities and Duties:

The IT Support Technician (Tier-1) is responsible for:

• Provide technical support to end-users via Online through various tools or as preferred by client.
• Diagnose and troubleshoot software & network issues.
• Install, configure, and maintain operating systems (Windows, MacOS & Linux) & software applications.
• Manage and maintain user accounts, permissions, and access rights in systems such as Active Directory and Office 365.
• Set up and support for utility software (MS defender, VPN, Antivirus & Firewall), drivers and other peripheral devices.
• Assist in network troubleshooting, including connectivity issues, Wi-Fi configurations, and VPN setups.
• Collaborate with other IT team members to implement system upgrades and security updates.
• Escalate complex issues to senior IT staff or third-party vendors when necessary.
• Other work assigned by Supervisor.

Academic & trades qualifications:

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

Work Experiences:

• Minimum 1years of relevant work experience.

Essential skills, abilities & knowledge:

• Excellent English communication and customer service abilities.
• Knowledge of Microsoft Office and Utility software (Antivirus & Firewall).
• Familiar with troubleshooting hardware (PCs, laptops, printers, mobile devices).
• Strong Problem-Solving & Analytical Thinking.
• Ability to work independently and as part of a team.
• High attention to detail and a proactive approach to (IT issues).
• Experience with helpdesk ticketing systems is a plus.

We appreciate all applications, but only shortlisted candidates will be contacted for an interview.