IT Support Technician

We are seeking a skilled and customer-focused IT Support Technician to join our technical support team. This role will be responsible for providing first-line support, managing backup and recovery processes, and ensuring the smooth operation of end-user IT services. The ideal candidate will have experience in helpdesk or service desk environments and demonstrate strong problem-solving and communication skills.

· Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing systems.

· Diagnose and resolve hardware, software, and network-related issues in a timely manner.

· Log all support interactions, prioritize tickets, and escalate unresolved issues to Tier 2/3 support or specialists.

· Manage user accounts, permissions, and access control using tools like Active Directory.

· Install, configure, and maintain desktops, laptops, printers, and other IT equipment.

· Perform routine data backup, recovery testing, and documentation in accordance with IT policies.

· Support mobile devices, VPN connectivity, and remote access technologies.

· Maintain an updated knowledge base and contribute to technical documentation and FAQs.

· Collaborate with other IT teams and departments on larger infrastructure or system upgrades.

· Monitor system performance and recommend improvements to IT processes.

· Proven experience in a helpdesk, support, or service desk role (Tier 1 or Tier 2).

· Familiarity with Windows OS, Microsoft Office Suite, and basic networking concepts.

· Understanding of ticketing systems Excellent troubleshooting, organizational, and communication skills.

· Ability to work independently and manage multiple tasks in a fast-paced environment.