IT Technical Support

DUTIES AND RESPONSIBILITIES:

User Support and Troubleshooting

• Provide Level 1 and Level 2 support for hardware, software, email, network, printers, and VoIP systems.

• Respond to technical issues via Email, Viber, or Helpdesk system.

• Troubleshoot and resolve common IT problems, escalating critical or unresolved issues to higher-level support.

Workstation and Device Setup

• Install, configure, and maintain laptops, desktops, printers, scanners, and other peripherals.

• Set up company-standard applications, VPN, shared drives, Microsoft 365 accounts, and endpoint security tools.

• Support employee onboarding by preparing and issuing devices with proper configurations.

Microsoft 365 and Access Support

• Provide frontline support for Microsoft 365 services including Outlook, OneDrive, and Teams.

• Handle password resets, MFA setup, and account recovery requests.

• Coordinate with System Administrators for new user access provisioning and offboarding deactivation.

IT Asset Management

• Maintain an accurate inventory of issued IT assets (e.g., laptops, desktops, headsets, peripherals).

• Support equipment issuance, handover, turnover, and return processes.

• Assist in tagging, tracking, and auditing IT assets across departments and branches.

Biometric System and DTR Management

• Support installation, configuration, and maintenance of biometric attendance systems.

• Generate and export Daily Time Records (DTRs) and provide reports to Accounting.

• Ensure biometric devices remain synced and fully functional across all branches.

Branch Opening Support (Including Structured Cabling)

• Participate in end-to-end IT setup for new branches, including:

• Coordinating and assisting with structured cabling for workstations, networking, and biometric terminals.

• Installing and testing desktops, printers, IP phones, and biometric devices.

• Assisting Network Administrators with router, switch, and firewall configurations.

• Ensure all IT systems are fully operational before branch go-live.

Remote and Field Support

• Provide remote troubleshooting support using tools like AnyDesk or TeamViewer.

• Assist in mobile employee support for remote connectivity and device issues.

• Deliver on-site support during branch visits for IT deployments or escalated issues.

• Maintenance and Monitoring

• Perform preventive maintenance on end-user devices and peripherals.

• Monitor antivirus status, patch compliance, and system health for assigned endpoints.

• Proactively address potential issues before they impact end users.

Reporting and Documentation

• Maintain daily logs of support tickets, incidents, and resolutions.

• Prepare weekly/monthly reports covering:

Common technical issues and their frequency

DTR summaries from biometric systems

Branch/field deployment status and outcomes