A Technical Support Engineer or Analyst provides technical support as a part of an organization's information technology department, or assists customers with technical issues related to computer or technology products. Helps to maintain company computer and phone networks and troubleshoot problems Helps clients diagnose and solve computer or technology system problems.
The IT Support Technician plays a vital role in maintaining the stability, reliability, and efficiency of the organisation's IT environment. This role focuses on supporting network operations, managing printers and infrastructure components, and delivering hands-on desktop and end-user support. The position is responsible for troubleshooting technical issues, ensuring seamless day-to-day IT operations, and collaborating with internal teams and external vendors. The IT Support Technician contributes to operational efficiency by proactively monitoring systems, resolving incidents, and supporting core IT service management processes
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Primary duties are listed below. This list is illustrative, not exhaustive; additional duties may be assigned as business needs require. Network Support Monitor, maintain, and troubleshoot network connectivity across LAN, WAN, VPN, and Wi-Fi environments Diagnose and resolve network issues, including IP conflicts, DNS failures, and DHCP errors Assist in configuring and maintaining routers, switches, and wireless access points Support network performance monitoring and identify bottlenecks to ensure optimal uptime Collaborate with senior engineers and vendors for escalations and complex issue resolution Maintain network documentation, diagrams, and incident records Assist in implementing basic network security practices and access controls Support remote connectivity solutions and ensure secure user access Printer & Infrastructure Support Install, configure, and maintain network and local printers Troubleshoot printer-related issues, including driver errors, spooler failures, and hardware malfunctions Manage print queues, user permissions, and access controls Coordinate with third-party vendors for maintenance and repairs Assist in server room operations, including hardware setup, cabling, and rack installations Support infrastructure components such as servers, storage devices, and backup systems (basic level) Perform routine system health checks and preventive maintenance Maintain IT asset inventory and ensure proper tracking of hardware Desktop & End-User Support Provide Level II technical support for desktops, laptops, and end-user systems Troubleshoot hardware and software issues across Windows and macOS environments Perform system imaging, deployment, and configuration for new devices Support onboarding and offboarding processes, including account provisioning and access management Assist users with application issues, system access, and peripheral setup Troubleshoot devices such as monitors, docking stations, keyboards, and mobile devices Ensure all incidents and service requests are logged and tracked in ITSM systems
MINIMUM QUALIFICATIONS
Education Bachelor's or master's degree in information technology, Computer Science, or a related field; OR an equivalent combination of education, training, and relevant work experience. Experience 1-3 years of experience in IT support, network support, or infrastructure roles (preferred) Hands-on experience in enterprise IT environments is an advantage Candidates with valid U.S. work authorisation, including those eligible under STEM, are encouraged to apply. Certifications (Preferred) CompTIA A+, Network+, or similar certifications ITIL Foundation certification is a plus
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
Technical & Analytical Skills Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN) Experience with Windows and macOS operating systems Knowledge of printer configuration and troubleshooting Familiarity with routers, switches, and wireless access points Experience with ITSM tools such as ServiceNow, Remedy, or Jira Basic understanding of server and infrastructure environments Knowledge of remote support tools and troubleshooting techniques Strong analytical and troubleshooting abilities across network, hardware, and software issues Ability to diagnose problems quickly and provide effective solutions Proactive approach to identifying and preventing recurring issues Ability to manage escalations and work under pressure
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT
The demands below are representative of those required to perform this role's essential functions. Reasonable accommodation will be made for qualified individuals with disabilities in accordance with applicable laws. Regularly required to sit, stand, walk, and use hands to operate computers and office equipment. Occasionally required to lift and/or move IT equipment weighing up to 50 pounds. May require bending, kneeling, or crouching to install or service equipment. Work is performed primarily in an office or data centre environment with moderate noise levels. May require travel between office locations or client sites.
EQUAL EMPLOYMENT OPPORTUNITY
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable law. Applicants requiring reasonable accommodation during the hiring process should contact Human Resources in advance.
DISCLAIMER
This job description outlines the general nature and scope of the role and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify responsibilities as business needs evolve.
