The IT technical support officers monitor and maintain the computer systems and networks of an organisation. They may install and configure computer systems, diagnose hardware and software faults and solve technical and applications problems, either over the phone or in person.
Responsibilities:
- Installing and configuring computer hardware operating systems and applications;
- Monitoring and maintaining computer systems and networks;
- Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues;
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults;
- Replacing parts as required;
- Providing support, including procedural documentation and relevant reports;
- Following diagrams and written instructions to repair a fault or set up a system;
- Supporting the roll-out of new applications;
- Setting up new users' accounts and profiles and dealing with password issues;
- Responding within agreed time limits to call-outs;
- Working continuously on a task until completion (or referral to third parties, if appropriate);
- Prioritizing and managing many open cases at one time;
- Rapidly establishing a good working relationship with customers and other
professionals, such as software developers;
- Testing and evaluating new technology;
- Conducting electrical safety checks on computer equipment;
- Maintaining records of what work is performed (time sheets).
Knowledge, skills:
- Strong IT Technical knowledge and skills;
- Organizational skills;
- Interpersonal skills;
- Communication skills.
Qualifications and experience:
- A minimum of 2 years of experience in IT sector and same position;
- At least a related Diploma/certificate related to the position.