IT Support Officer
About the role
Provide comprehensive IT support to end users, covering help desk assistance, network and infrastructure maintenance, account and access management, basic security operations, and IT asset management. Genuine customer-service orientation matters as much as technical skill.
Key responsibilities
Provide Help Desk & User Support
Receive and resolve computer, hardware, and software issues via phone, email, ticketing system, and onsite/remote support.
Log, track, and close tickets, prioritizing issues based on urgency (Priority/SLA).
Provide guidance and training to employees on using software, devices, and systems.
Prepare and set up equipment for new employees (onboarding) and retrieve/wipe data upon employee (offboarding).
2. Maintain Network & Infrastructure
Install, configure, and maintain internal network systems (LAN/WAN/Wi-Fi) settings.
Maintain printers, scanners, and peripheral devices to keep them operational.
Support meeting room systems, video conferencing equipment, and VoIP phone systems.
Perform basic server monitoring and maintenance (Windows/Linux), backups, and system status checks.
3. Manage User Accounts & Access
Create, modify, and deactivate user accounts, email accounts, and system access via Active Directory / Microsoft 365.
Manage file and system access permission groups according to company policy.
4. Support Information Security
Keep operating systems and software up to date through patch management.
Install and maintain antivirus / anti-malware (endpoint protection) software.
Monitor for and report basic security incidents to the relevant team.
5. Manage IT Assets
Create and maintain the IT asset register (hardware, software, and license inventory).
Track equipment stock levels and plan procurement/replacement of devices.
Coordinate equipment repairs or warranty claims with external vendors.
6. Maintain Documentation & Coordination
Create user manuals and troubleshooting procedures (knowledge base/SOPs) for internal reference.
Prepare periodic reports summarizing issues and service statistics (ticket reports) for management.
Coordinate with the central IT team, external vendors, or related teams when issues require escalation.
Perform other duties as assigned by supervisor.
Qualifications
Bachelor's degree in Computer Science, Information Technology, or a related field
1–3 years of experience in IT Support or Help Desk roles
Basic knowledge of Windows/Mac OS, Active Directory, networking, and Microsoft Office
Strong problem-solving skills, good communication, and a service-minded attitude
Willing to work occasional overtime when urgent issues arise
Preferred: relevant certifications such as CompTIA A+, Network+
Fundamental Skills are a MUST
End-User Computing Support & Troubleshooting
Windows / Mac OS Administration
Network Fundamentals (LAN/WAN/Wi-Fi, Router, Switch, Firewall)
Active Directory / Microsoft 365 User & Access Management
Basic Cybersecurity Awareness & Patch Management
IT Asset Management
Ticketing / ITSM Platform Usage
Documentation & SOP Writing