Support Technician at Empact Group

Minimum Requirements:

• Working knowledge of computer systems, hardware, and networking
• Strong troubleshooting, diagnostic, and communication skills
• Ability to manage time effectively and prioritize multiple tasks
• A customer-oriented attitude with a proactive, team-focused mindset
• Relevant IT certification (e.g. CompTIA A+, Network+, or Microsoft Certified IT Professional) preferred
• Previous experience in a technical support or helpdesk role is an advantage

Key Areas of Responsibility:

• Provide first-line technical support for hardware, software, and network-related issues
• Install, configure, test, and upgrade computer systems and software
• Deliver guidance and training to users on IT tools and new technologies
• Troubleshoot and resolve issues, escalating complex problems when necessary
• Ensure the security and privacy of IT systems and data
• Manage and resolve support tickets within agreed Service Level Agreements (SLAs)
• Maintain detailed logs of repairs, fixes, and maintenance activities
• Monitor IT inventory, place equipment orders, and log asset allocations
• Support procurement processes and liaise with suppliers for warranty claims
• Assist in planning and executing system upgrades and routine maintenance
• Provide backup support for helpdesk operations during busy or absent periods
• Collaborate with team members on IT projects and general support tasks
• Take ownership of user issues from identification through to resolution