IT Technical Support and Sr. Technical Support

Job Purpose

The IT Technical Support/ Senior provides technical assistance to end users across the campus, ensuring the reliable operation of hardware, software, and network services. Handling escalated technical issues, and ensuring adherence to IT standards, security policies, and operational procedures.

• Provide advanced troubleshooting and resolution for escalated hardware, software, and network issues.
• Install, configure, and upgrade computer hardware, software, operating systems, and applications.
• Diagnose and resolve issues related to printers, drivers, operating systems, and computer devices.
• Troubleshoot and support enterprise applications and email services.
• Diagnose network-related issues and coordinate closely with the Network Team for resolution.
• Create and manage Active Directory accounts, reset passwords, and ensure compliance with security protocols.
• Maintain the layout and documentation of the passive network infrastructure.
• Maintain a comprehensive and updated inventory of all IT assets (serial numbers, IP addresses, software, assigned users, locations).
• Conduct periodic inspections, maintenance activities, and evaluations of hardware for depreciation, upgrade, or replacement.
• Follow up with external vendors for maintenance, warranty issues, or technical offers.
• Reassign tickets when necessary and ensure timely closure within SLAs.
• Provide guidance and support to Service Desk team to improve resolution efficiency and service quality.
• Prepare and maintain technical documentation, installation guides, and troubleshooting manuals.
• Ensure all work complies with IT policies, standards, and security best practices.
• Undertake any additional duties as assigned by the line manager.

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

• Minimum of 3 years for technical support and 6 in Senior Technical Support roles.
• Experience handling escalations and supporting a multi-site environment is an asset.

• Proficiency in Microsoft technologies.
• Strong hardware troubleshooting and software installation skills.
• Experience in drivers, OS updates, and system configuration.
• Knowledge of network fundamentals and domain-based environments.
• Ability to write technical documentation and user guides.