Overview of the Role 🔍
The Junior Technology Support Specialist provides first-line technical support to end users by resolving hardware, software, network, and IT-related issues. The role ensures that all IT systems, devices, and applications are operational while delivering excellent service and supporting the daily operations of the business.
-This position will be based at our Head Office in Bagatelle for the Restaurant Cluster.
Key Responsibilities 📋
- Provide advanced troubleshooting and resolution of hardware, software, and network issues.
- Provide second and third-tier support for escalated issues from junior staff
- Support and mentor junior IT support staff, providing guidance and training as needed
- Coordinate with other IT team members to manage workload and ensure efficient operation of IT services
- Respond to and resolve IT support tickets in a timely manner, ensuring high customer satisfaction.
- Diagnose and resolve complex hardware, software, and network issues.
- Configure user accounts, email accounts, and access permissions according to company policies and security protocols.
- Maintain and troubleshoot network connectivity issues, including LAN, WAN, Wi-Fi, and VPN.
- Perform routine maintenance and updates to ensure optimal performance of IT systems.
- Collaborate with vendors and third-party service providers to resolve complex technical issues and escalate unresolved problems when necessary.
- Develop and maintain an internal knowledge base for common issues and solutions
- Move to different BUs (Business Outlets) to provide physical support where necessary
- Maintain a professional and courteous demeanor while interacting with users
- Stay abreast of industry trends, emerging technologies, and best practices.
- Maintain accurate records of hardware and software inventory, including serial numbers, license keys, and warranty information.
- Participate in team meetings, knowledge-sharing sessions, and training programs to stay informed about new technologies and best practices.
- Foster a culture of continuous learning and IT literacy within the organisation by promoting self-service resources and online training opportunities.
- Stay abreast of industry trends, emerging technologies, and best practices.
- Escalate unresolved issues to senior IT staff when required.
- Provide first-level technical support to employees via phone, email, remote support, and onsite visits.
Ideal Candidate Profile 🎯
- Certificate or Diploma in Information Technology, Computer Science, or equivalent.
- Certifications in relevant certifications like CompTIA Network+, CCNA, or Azure Administrator.
- At least 2 years of experience in network and system support.
- Knowledge in Computer hardware, Networks (devices and routing), Internet, Peripherals
- Troubleshooting abilities.
- Familiarity with monitoring tools and backup procedures.
- Strong communication skills for collaboration and user interaction.