Technical Support Officer

We are seeking a dedicated and technically skilled Technical Support professional to join our team. The successful candidate will provide comprehensive IT support to users, ensuring the smooth operation of hardware, software, and network systems. This role offers an excellent opportunity to utilise a broad range of technical skills in a dynamic environment, assisting clients with their technical issues and maintaining high levels of customer satisfaction., * Respond promptly to user requests for technical assistance via help desk tickets or direct communication.

• Troubleshoot and resolve issues related to computer hardware, operating systems (Windows, macOS, Linux), and software applications.
• Support and maintain computer networks, including LAN, VPN, and firewall configurations.
• Assist with desktop support tasks such as installing, configuring, and updating hardware and software components.
• Diagnose and resolve connectivity issues involving network infrastructure and operating systems.
• Utilise ticketing systems such as BMC Remedy, ServiceNow, and Jira to document incidents and track resolution progress.
• Provide guidance on the use of Microsoft Office applications and other productivity tools.
• Support users with specialised technical requirements including BMC Remedy, ServiceNow, Jira, LAN setup, VPN access, firewall management, and operating system troubleshooting.
• Collaborate with IT teams to escalate complex issues when necessary and ensure timely resolution.
• Maintain documentation of common problems and solutions to improve support efficiency.

Do you have experience in macOS?, * Proven experience in IT support, help desk roles or similar positions.

• Strong knowledge of computer networking, operating systems (Windows, macOS, Linux), and computer hardware maintenance.
• Familiarity with software troubleshooting, desktop support, and network security (firewall, VPN).
• Experience working with ticketing tools such as BMC Remedy, ServiceNow, or Jira.
• Excellent customer service skills with the ability to communicate complex technical information clearly to non-technical users.
• Proficiency in using Microsoft Office suite and understanding of various IT support tools.
• Ability to troubleshoot connectivity issues involving LANs or wireless networks.
• Strong organisational skills with the ability to prioritise multiple tasks efficiently.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are desirable but not essential. This role is ideal for individuals passionate about technology who thrive in problem-solving environments while delivering exceptional customer service.