The IT Technical Support role is pivotal in ensuring the smooth operation of the information technology systems within a Fast-Moving Consumer Goods (FMCG) company. This position involves providing technical assistance and support to users, troubleshooting hardware and software issues, and maintaining IT infrastructure to maximize productivity and minimize downtime. The IT Technical Support specialist serves as the frontline contact for resolving IT-related problems and enhancing end-user satisfaction.
Key Responsibilities:
- User Support:
- Provide technical assistance and support to end-users via phone, email, chat, or in-person, addressing hardware, software, and network-related issues.
- Diagnose and troubleshoot problems reported by users, utilizing remote access tools and diagnostic utilities to identify root causes and implement solutions.
- Guide users through step-by-step solutions, document resolutions, and follow up to ensure issues are fully resolved and user satisfaction is achieved.
- Hardware and Software Maintenance:
- Install, configure, and maintain computer hardware, peripherals, and software applications, ensuring compatibility, functionality, and security.
- Perform routine maintenance tasks, such as software updates, patches, and system upgrades, to keep IT infrastructure current and secure.
- Coordinate with vendors and service providers for equipment repairs, replacements, and warranty support as needed.
- Network and Systems Administration:
- Assist in the administration and maintenance of network infrastructure, including routers, switches, firewalls, and wireless access points.
- Monitor network performance, troubleshoot connectivity issues, and implement network security measures to protect against unauthorized access and data breaches.
- Administer user accounts, permissions, and access controls, ensuring compliance with company policies and regulatory requirements.
- Documentation and Knowledge Management:
- Maintain accurate records of IT assets, configurations, and software licenses, utilizing asset management and documentation tools.
- Document technical procedures, troubleshooting steps, and best practices to create a knowledge base for future reference and training purposes.
- Provide training and guidance to end-users on IT systems, applications, and security protocols to enhance their technical proficiency and awareness.
- IT Project Support:
- Collaborate with IT team members on projects and initiatives, providing technical expertise and support for implementation, testing, and deployment activities.
- Participate in the evaluation and selection of IT solutions, hardware, and software, conducting research and testing to assess compatibility and functionality.
- Assist in the rollout of new systems, upgrades, or technologies, ensuring smooth transitions and minimal disruption to business operations.
Qualifications and Skills:
- Bachelor's degree in information technology, computer science, or a related field; relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are advantageous.
- Proven experience in IT technical support roles, preferably in a corporate environment or within the FMCG industry.
- Strong technical proficiency in troubleshooting hardware, software, and network issues across Windows and/or macOS environments.
- Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices for service management.
- Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users and collaborate effectively with colleagues.
