Provide first-level technical support to client users through onsite visits, telephone, email and remote support tools.
Install, configure and troubleshoot desktops, laptops, monitors, printers, mobile devices and common peripherals.
Support Microsoft Windows, Microsoft 365 applications, email, web browsers and other standard business software.
Perform basic user-account support, including password resets, account unlocks, access checks and new-user setup, according to approved procedures.
Diagnose common PC performance, software, printing and connectivity problems and provide timely resolution.
Provide basic network support, including checking LAN and Wi-Fi connectivity, IP settings, network cables, ports, switches, access points and internet access.
Assist with PC deployment, replacement, software installation, patching, antivirus checks and data migration or backup as assigned.
Log all incidents and service requests accurately, record actions taken and keep users informed of progress.
Escalate unresolved, recurring or higher-risk issues to L2 engineers, systems engineers, network engineers or vendors with complete troubleshooting information.
Maintain asset records, equipment checklists, support documentation and simple user guides.
Follow client security, safety, change-control and data-protection procedures at all times.
Diploma in Information Technology, Computer Engineering or a related discipline; relevant ITE Nitec or Higher Nitec qualifications may also be considered.
Preferably 2 - 4 years of working experience in an IT helpdesk, desktop support, field support or similar end-user support role.
Candidates with strong practical experience and the right service attitude may be considered based on overall suitability.
Relevant certifications such as CompTIA A+, Microsoft Fundamentals, ITIL Foundation or equivalent are advantageous but not essential.
Good knowledge of PC and laptop hardware, Windows desktop operating systems and common office applications.
Basic understanding of TCP/IP, DHCP, DNS, LAN, Wi-Fi, network cabling, switches and access points.
Basic experience with Microsoft 365, Outlook, user accounts and Active Directory is preferred.
Familiarity with ticketing systems, remote-support tools, endpoint security or antivirus software is advantageous.
Able to follow technical procedures, perform structured troubleshooting and document findings clearly.
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