IT Support Technician

Job Description

Strong knowledge of desktop/laptop hardware. Very strong hands‑on experience (H/W and S/W). Good knowledge of Windows 10, Windows 7 and MS Office. Knowledge of Mac OS. Application/software installation and troubleshooting. Knowledge/exposure to ticketing tools (Service Now). Strong troubleshooting skills. Hardware, operating systems and software knowledge of laptops, desktops, and mobile devices. Working knowledge of supporting computer peripherals such as printers and scanners.

• Provides second‑line investigation and diagnosis for sales users.
• Resolves and closes incidents/service requests according to help desk procedures and allocated timelines.
• Escalates unresolved incidents/service requests within agreed time‑scales.
• Logs relevant incident/service request details as per process.
• Communicates with clients regarding incident progress.
• Ensures tickets are always updated until issues are resolved.
• Complies with health, safety, environment (HSE) and IT policies.
• Liaises with clients, IT support groups, and third‑party providers when necessary.
• Performs staging of PCs.
• Performs IMAC (install, move, add, change) of end‑user hardware including laptops, desktops, mobile devices, printers, desk phones, meeting‑room devices.
• Conducts hardware and software maintenance and support.
• Troubleshoots and resolves PC incidents and/or VIP requests.
• Centralised hardware and spare‑part stocking and inventory management, surplus equipment management.
• Break‑fix services to nearest small sites leveraging shipping options (device exchange or loaner PC).
• Asset disposal services.
• Hardware vendor coordination for break‑fix.
• Imaging and provisioning of devices; setup and build workstations.
• Updates AMDB including hardware and software.
• PC and other device logistics management.

Salary Range: $50,000 – $70,000 per year.

• Discretionary annual incentive.
• Comprehensive medical coverage: medical & health, dental & vision, disability planning & insurance, pet insurance plans.
• Family support: maternity & parental leaves.
• Insurance options: auto & home insurance, identity‑theft protection.
• Convenience & professional growth: commuter benefits & certification & training reimbursement.
• Time off: vacation, time off, sick leave & holidays.
• Legal & financial assistance: legal assistance, 401(k) plan, performance bonus, college fund, student‑loan refinancing.

Bachelor of Computer Science.