What are the responsibilities and job description for the Information Technology Support Technician position at TECEZE?
Overview
We are looking for a dedicated and proactive On-Site IT Support Engineer to provide hands-on support for our local infrastructure, users, and critical systems. This role ensures smooth IT operations, continuity of services, and timely resolution of incidents during the designated support period. The engineer will serve as the primary point of contact for IT-related issues at the site, while also performing preventive maintenance and ensuring system stability.
Key Responsibilities
- Scope of Work / Activities to be Covered
- Provide on-site support for resolving technical incidents related to infrastructure, systems, and end-user devices.
- Perform monitoring of IT equipment and infrastructure maintenance, ensuring uptime and reliability.
- Offer desktop/user support for local staff, including troubleshooting hardware, software, and connectivity issues.
- Conduct preventive maintenance activities such as security checks, system health checks, and patch updates.
- Monitor and coordinate critical service requests with remote teams and vendors as needed.
- Assist in escalating complex incidents to higher-level support teams while ensuring proper follow-through.
Expected Results
- Operational Continuity Maintenance: Ensure that business processes and local operations remain unaffected during the support period.
- Quality of Service: Deliver efficient, timely, and professional IT support with effective problem-solving skills.
- Reliable Technical Support: Minimize downtime and interruptions across IT systems and infrastructure.
- Documentation and Reporting: Prepare and submit clear incident logs, resolution details, and preventive maintenance reports for transparency and accountability.
Qualifications & Skills
- Proven experience in IT support, helpdesk, or desktop engineering roles.
- Strong knowledge of Windows/Mac operating systems, networking basics, hardware, and peripherals.
- Familiarity with ITSM ticketing systems and incident management processes.
- Ability to conduct preventive maintenance and security checks.
- Strong communication skills and ability to interact with end-users at all levels.
- Detail-oriented with strong documentation and reporting skills.
- Professional certifications (CompTIA A , Network , ITIL, or Microsoft/CCNA) are a plus.