IT Support

Position Purpose

The IT Support plays a critical role in ensuring the smooth operation of the Duncan and Ross IT infrastructure. This position is responsible for providing first-level technical support maintaining hardware and software systems and ensuring the security and reliability of network operations. This role supports end-users by resolving technical issues efficiently and proactively contributing to the continuous improvement of Duncan and Ross IT services.

KEY RESPONSIBILITIES

• System Maintenance: Regularly updating and maintaining computer systems ensuring that all software and hardware are functioning correctly. This includes installing updates and patches configuring new systems and performing routine performance checks.
• Troubleshooting: Diagnosing and resolving technical issues reported by staff members. This involves understanding a variety of issues from network connectivity problems to software malfunctions and hardware failures.
• Support: Providing technical support to all employees which encompasses explaining complex technical information in a comprehensible manner to non-technical staff and ensuring they can use necessary technology effectively.
• Network Management: Setting up and maintaining the organizations IT network including managing servers routers switches and other networking equipment and ensure network security and efficiency.
• Data Security: Implementing and managing security protocols to protect against data breaches and cyber threats. This entails regular security audits enforcing security policies and educating staff on best practices.
• Documentation: Keeping detailed records of configurations installations and fixes performed. Documentation helps with tracking issues managing inventories and training new staff.

QUALIFICATION STANDARDS KNOWLEDGE & EXPERIENCE

• Operating Systems: Familiarity with Windows macOS Linux and other operating systems including their installation configuration and troubleshooting.
• Networking Tools: Proficiency with networking equipment such as routers switches and firewalls along with tools like Wireshark and SolarWinds for network monitoring and troubleshooting.
• Remote Support Software: Tools like TeamViewer AnyDesk and Microsoft Remote Desktop to provide remote technical support.
• System Management Utilities: Use of configuration management tools like Microsoft Intune SCCM (System Center Configuration Manager) Manage Engine or NinjaOne for managing and automating IT infrastructure.
• Security Software: Knowledge of antivirus programs firewalls encryption tools and other cybersecurity measures to protect the network and systems.
• Diagnostic Tools: Utilization of diagnostic software like HWMonitor CPU-Z and MemTest86 to analyze system performance and diagnose hardware issues.

EDUCATION & TRAINING

• Bachelors degree in computer science Information Technology or a related field (or equivalent experience)

COMPENSATION & BENEFITS

• Laptop/Workstation.
• Opportunity to visit and collaborate with other Duncan and Ross branches.

Vertical:

Corporate