IT Support Executive

Role and Responsibilities

1. End User Support:

· Provide first-level support for hardware and software issues for end-users.

· Troubleshoot problems related to operating systems, applications and network connectivity.

· Install, configure and maintain PCs, printers and software applications.

2. User Administration:

· Create and manage user accounts, including setting permissions and access controls.

· Assist with password resets, account lockouts and other user access issues.

· Support onboarding and offboarding activities for employees.

3. Infrastructure Support

· Assist in maintaining LAN, Wi-Fi, VPN, internet connectivity, switches, firewalls and network devices.

· Monitor network and server health and report abnormalities.

· Assist with server maintenance, backup verification, antivirus management and system patching.

· Coordinate with vendors during preventive maintenance and issue resolution.

4. Business Application Support

· Provide first-level support for SAP Business One and other enterprise applications.

· Assist users with transaction issues, basic troubleshooting and system enquiries.

· Support data uploads, reports, testing and user acceptance testing (UAT) when required.

5. Asset & Inventory Management

· Maintain IT asset inventory including PCs, monitors, printers, network devices and software licenses.

· Prepare new equipment for deployment.

· Track warranty status and coordinate hardware repairs with vendors.

6. Documentation:

· Maintain accurate documentation of IT assets, network diagrams, system configurations, SOPs and troubleshooting guides.

· Update support tickets and ensure incidents are properly documented and closed.

7. IT Security & Compliance

· Ensure endpoint security software is installed and updated.

· Support implementation of cybersecurity policies and IT best practices.

· Assist in periodic user access reviews and IT audits.

· Report security incidents or suspicious activities promptly.

8. Project Support:

· Assist in IT infrastructure upgrades, server migrations, system implementations, network enhancements and rollout of new technologies.

· Participate in testing, deployment and user training activities.

9. Other Duties

· Provide after-hours or weekend support when required.

· Perform any other duties assigned by the IT Manager.

Job Success Requirements

· Diploma or Bachelor's Degree in Computer Science, Information Technology, Information Systems or related discipline.

· Minimum 2–3 years of experience in IT support, infrastructure or system administration.

· Knowledge of Microsoft Windows, Microsoft 365, Active Directory, networking and hardware troubleshooting.

· Basic knowledge of TCP/IP, DNS, DHCP, VPN and LAN/WAN concepts.

· Experience supporting ERP systems, preferably SAP Business One, will be an added advantage.

· Familiarity with virtualization, backup solutions and server administration is an added advantage.

· Possess own transport and willing to travel between company sites when required

Additional Notes / Desirable Skills

• Strong analytical and troubleshooting skills.

• Good communication and interpersonal skills.

• Able to prioritize multiple support requests.

• Self-motivated and able to work independently with minimal supervision.

• Good documentation and reporting skills.