Technician – IT Help desk

Role summary The IT Technician is responsible for managing IT-Helpdesk, providing end-user technical support, managing IT service requests and incidents, monitoring IT infrastructure using SolarWinds, and ensuring the availability, performance, and reliability of IT services. This role requires a proactive approach to troubleshooting, customer service, incident management, infrastructure monitoring, and operational support within a 24/7 environment. Duties and responsibilities · Serve as the primary point of contact for end-users, providing technical support through telephone, ITSM (Servicely), remote, and onsite assistance. · Log, track, and manage incidents, service requests, and reported faults through the IT Service Management (ITSM) platform, ensuring compliance with defined SLAs. · Diagnoses, troubleshooting, and resolve hardware, software, operating system, application, and connectivity issues. · Install, configure, maintain, and support desktops, laptops, printers, scanners, mobile devices, and other end-user equipment. · Prepare, configure, deploy, and replace end-user devices as required. · Create, modify, and manage user accounts, permissions, and access within Active Directory, email systems, and related platforms. · Maintain accurate IT asset and inventory records, including equipment allocation and user acknowledgements. · Communicate effectively with users regarding incidents, service updates, planned maintenance activities, security notices, and service interruptions. · Document troubleshooting procedures, resolutions, and knowledge base articles to improve service delivery. · Generate operational, service desk, and performance reports as required. · Any task assigned by the management. Infrastructure Monitoring & Operations: · Monitor the availability, performance, and health of IT infrastructure, including servers, network devices, applications, and business-critical services using SolarWinds and other monitoring tools. · Investigate alerts, perform initial diagnosis and troubleshooting, and coordinate resolution with relevant technical teams. · Monitor key performance indicators such as CPU utilization, memory usage, bandwidth consumption, interface availability, and overall system health. · Acknowledge, escalate, and follow up on incidents in accordance with established escalation procedures and operational standards. · Maintain monitoring dashboards and ensure all infrastructure assets are accurately monitored and reported. · Assist with onboarding, configuration, and maintenance of monitored devices and services within SolarWinds. · Perform routine health checks, capacity monitoring, trend analysis, and performance reporting. · Support critical incident management activities and contribute to maintaining operational continuity during service disruptions. Customer Service & Continuous Improvement: · Deliver high-quality customer service and maintain positive relationships with end-users. · Work proactively to identify potential issues and prevent service interruptions. · Contribute to process improvements, operational efficiency, and service quality initiatives. · Ensure compliance with organizational policies, procedures, security standards, and service management practices. 24/7 Operations Requirement: · Participate in a rotating shift schedule covering day, night, weekend, and public holiday shifts. · Continuously monitor critical systems and infrastructure to ensure service availability and operational stability. · Respond effectively to critical incidents and service outages while maintaining professionalism and service quality under pressure. · Be available to support operational requirements outside normal business hours when required. Job requirements Education: Bachelor of Computer Science BCS. CompTIA A+ CompTIA Network+ Microsoft Certified: Modern Desktop Administrator Associate ITIL Foundation Certification Experience: At least 1 years’ experience in IS service / help desk service delivery, including hands-on technical service provision. Training: Effective customer service Effective communication skills Service Management software IT Service Management disciplines User applications Knowledge: Windows Systems (MS Office365) Application systems IT Infrastructure · Troubleshooting network devises hardware and software.