IT and Systems Support

In this role, you will provide first-line technical assistance and support to internal customers for hardware, software, and network-related issues. You will respond to customers promptly and establish the best way to provide support as effectively and efficiently as possible, whether it be via phone, email, in-person, or using our ITSM platform, Zoho Desk. You will be responsible for the day-to-day management and upkeep of the internal Helpdesk system, continuously looking for ways to improve our customer service offering and ensuring all information is kept up to date and reviewed regularly. Documentation of IT processes, procedures, and knowledge base articles will be part of your contributions as well. You will assist in supporting remote users and resolving remote connectivity issues, along with setup and maintenance of network equipment (including routers, switches, and wireless access points), devices (like computer systems, laptops, and mobile devices), and software applications and operating systems. You will also help with the migration of our current infrastructure to cloud-based equivalents as necessary. Collaboration alongside our IT partner will be key to resolving system issues, supporting internal users, performing routine system upgrades, and ensuring high standards of system security and performance. Additionally, you will contribute to hardware and software inventory and asset management, participate in disaster recovery and backup procedures, and complete any additional ad-hoc IT and support-related tasks as required by the business.