IT Support Technician

Job Summary

The IT Support Technician is responsible for preparing and securing employee devices, ensuring compliance with cybersecurity standards, configuring user accounts and software, supporting network equipment, and operating display systems. The technician provides technical assistance to end users to ensure smooth and efficient workflow across the organization.

Key Responsibilities

Prepare and secure employee devices (Security Hardening) and ensure proper enrollment in Active Directory.

Create and configure user accounts across all systems and applications and install required software.

Configure And Maintain Network Devices, Including

Switches

Routers

Access Points

IP Phones

Biometric Attendance Devices

Operate And Manage Display And Presentation Screens Using

MagicInfo

Epson

Ideashare

Provide Technical Support For Issues Related To

Email services

Hardware malfunctions

Software troubleshooting

Network connectivity

Log and document incidents and service requests in the Ticketing System.

Perform regular updates and maintenance for systems and devices to ensure security and stability.

Assist in IT infrastructure projects in coordination with the technical team.

Maintain confidentiality of information according to cybersecurity policies and organizational standards.

Education

Required Qualifications:

Diploma or Bachelor's degree in Information Technology, Computer Science, Network Engineering, Cybersecurity, or a related field.

Experience

1–3 years of experience in IT support or network operations.

Hands-on experience with device configuration, network tools, and troubleshooting.

Technical Skills

Strong knowledge of Windows OS and Active Directory.

Good understanding of LAN/Wi-Fi network setup and configuration.

Experience using and managing display systems (MagicInfo, Epson, Ideashare).

Basic understanding of cybersecurity and device protection standards.

Strong troubleshooting and analytical skills.

Soft Skills

Excellent communication skills.

Ability to prioritize tasks and work under pressure.

High attention to detail and commitment to quality.

Strong customer service orientation.

Key Performance Indicators (KPIs)

Incident Resolution Time:

Average ticket closure time (SLA) not exceeding 24–48 hours.

User Satisfaction Score

Achieve at least 90% satisfaction in support surveys.

Device Configuration Quality

100% adherence to security and configuration standards.

At least 95% reduction in configuration-related issues.

Network & Equipment Availability

Reduce technical downtime by at least 80%.

System And Device Updates

Maintain 100% compliance with scheduled updates.

Reduction Of Recurring Issues

Decrease repeated incidents for the same issue by 30%.