To inspire the world with innovative technology,support and services that enrich peoples lives and contribute to a socially responsible, sustainable future.Providing products and services that give customers the best satisfaction
Job Description:
- Dreamworks Integrated System Limited is seeking a proactive and customer-focused IT Support Officer to join our IT team. As an IT Support Officer, you will be responsible for providing technical assistance and support to end-users, troubleshooting hardware and software issues, and ensuring the smooth operation of IT systems and services.
Responsibilities:
Technical Support:
- Provide first-line technical support to end-users, responding to IT support requests via phone, email, or in-person, and resolving issues in a timely and efficient manner.
- Troubleshoot hardware, software, and network problems, diagnosing root causes, and implementing solutions to restore functionality.
User Assistance and Training:
- Assist end-users with software installation, configuration, and usage, providing guidance and training as needed to ensure effective use of IT systems and applications.
- Create user manuals, knowledge base articles, and FAQs to facilitate self-service support and empower end-users to resolve common IT issues independently.
Hardware and Software Maintenance:
- Perform routine maintenance and updates on IT hardware, peripherals, and software applications, including installing patches, upgrades, and security updates.
- Coordinate with vendors and service providers for equipment repairs, replacements, and warranty claims as necessary.
IT Asset Management:
- Maintain an accurate inventory of IT assets, including computers, laptops, mobile devices, software licenses, and peripherals, and track their deployment, usage, and retirement.
- Assist in procurement activities, including evaluating vendors, obtaining quotes, and managing purchase orders for IT equipment and supplies.
IT Documentation and Reporting:
- Document IT support activities, resolutions, and procedures in a centralized ticketing system or knowledge base, ensuring that records are accurate, up-to-date, and accessible to IT staff and end-users.
- Prepare periodic reports on IT support metrics, including ticket volume, resolution times, and user satisfaction levels, and identify trends and areas for improvement.
Security and Compliance:
- Assist in implementing and enforcing IT security policies, procedures, and best practices to protect against security threats, vulnerabilities, and data breaches.
- Conduct regular security audits and assessments to identify and remediate security risks and non-compliance issues.
Requirements:
- Bachelor's degree in Information Technology, Computer Science, or related field.
- Proven experience in providing IT support and troubleshooting technical issues in a professional environment.
- Strong technical proficiency in operating systems (e.g., Windows, macOS, Linux), productivity software (e.g., Microsoft Office, G Suite), and hardware troubleshooting.
- Excellent communication and interpersonal skills, with the ability to interact effectively with end-users of varying technical levels.
- Familiarity with ITIL principles and best practices for IT service management is desirable.
- Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment.
- Strong problem-solving and analytical skills, with attention to detail and a methodical approach to issue resolution.
- Customer-centric mindset and a commitment to delivering high-quality IT support services to internal stakeholders.
- Professional certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation certification are advantageous.
- Willingness to continuously learn and stay updated on emerging technologies and IT trends.
Method of Application
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