IT (Coop & Tamheer)

This role will provide a comprehensive learning experience, allowing you to develop your technical skills, understand IT infrastructure, and support critical business operations.

• Assist in providing firstlevel technical support to endusers for hardware, software, and network issues.

• Participate in the installation, configuration, and maintenance of IT systems, including desktops, laptops, printers, and servers.

• Assist with monitoring and maintaining network infrastructure, ensuring connectivity and security.

• Maintain accurate documentation of IT procedures, configurations, and support requests.

• Collaborate with IT staff on various projects, gaining exposure to project management and execution.

• Answer inbound calls to the IT Service hotline within agreed KPI
• Log and create service desk ticket for issues and fulfillment and ensure ticket are assigned and categorized properly
• Escalate support ticket to L2 support on time
• Follow up escalated ticket and update user on status until closure
• Document resolution before ticket closure to buld the knowledge database
• Analyze service desk queue for trends and notify IT Support team leader as required
• Update the knowledge database for new resolutions discovered

• Troubleshoot user issues over the phone or personally meeting with the users to resolve issues reported.
• Modify and fine tune hardware setup to meet user requirements on performance and stability
• Monitor and maintain user system to ensure performance is optimal
• Install, configure and support printers, scanners and other IT related devices.
• Transfer user stations as required by departmental managers

• Basic understanding of IT systems, networking, and software development.
• Proficiency in Microsoft Office Suite; familiarity with programming languages such as Python, Java, or C++ is a plus.
• Strong problemsolving skills.
• Excellent communication skills.