Individual tasks vary depending on the type of support you are providing, but in general, you’ll need to : • Act as the initial point of contact for all system related concerns from employees seeking assistance. • Talk to Users through a series of actions, either face-to-face or over the phone or email to help set up systems or resolve issues. • Set up new user accounts and profiles, also resolve password issues. • Keep computers running smoothly and ensure users get the maximum benefit from them. • Experience working with different operating systems including Windows and Mac OS. • Install and configure computer hardware or software applications. • Monitor and maintain computer systems and network devices. • Monitor and maintain constant uptime of the network services (Wi-Fi, LAN and WAN / Internet). • Troubleshoot system and network problems related to Wi-Fi and LAN, diagnosing and solving hardware or software faults. • Replace system hardware components/parts as required. • Respond within agreed time limits to callouts. • Availability over call or remote support on weekends for critical callouts. • Prioritize and manage many open cases at one time. • Conduct electrical safety checks on IT equipment and devices. • Flexible to travel to other locations or sites in case of emergency.