IT Technical Support Assistant

About the role

The IT Technical Support Assistant provides timely and accurate technical assistance to end‑users, ensuring smooth operation of the organization’s technology environment. The role involves both proactive and reactive support, troubleshooting hardware, software, network and security issues, and contributing to continuous improvement of IT services.

Key responsibilities

• Troubleshoot and resolve hardware, software, network and security incidents for end‑users.
• Provide on‑site and remote user support, guiding users through technical processes.
• Perform software installations, system configuration, data backups and security patch application.
• Escalate complex issues to higher‑level IT personnel when necessary.
• Document interactions and solutions to build a knowledge base for the team.
• Stay updated on emerging ICT trends and recommend appropriate solutions.
• Create user guides, deliver training sessions and promote self‑service.
• Identify potential infrastructure issues and implement preventive measures.
• Assist with rollout of new technologies, testing and user training.
• Coordinate with vendors to resolve hardware or software problems.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or a related field.
• Minimum of 2 years experience in IT help‑desk support.
• Relevant IT certifications are preferred.

Required skills

• Proficiency with Windows, macOS, Linux and mobile operating systems.
• Hardware troubleshooting and repair.
• Software troubleshooting and application support.
• Fundamental networking knowledge (protocols, configurations).
• Data backup procedures and security patch management.