1. Job Title:
IT Support Technician
2. Role Overview:
The IT Support Technician is responsible for the maintenance and support of client IT systems. This includes diagnosing and resolving technical issues either on-site, remotely, or via phone/email, in accordance with agreed service level agreements (SLAs).
This role requires a strong understanding of computer systems, including hardware, software, operating systems, and basic programming. Familiarity with networking, security, and electronic equipment is essential. Excellent communication skills are also vital, as the role involves regular client interaction.
3. Key Responsibilities:
* Perform software patching and upgrades.
* Install and configure software applications, including SQL-based systems.
* Manage Remote Monitoring and Management (RMM) tools and PowerShell scripting.
* Troubleshoot hardware and software issues across various platforms.
* Provide technical support via on-site visits, remote sessions, phone, or email.
* Train clients on software applications, including GP practice management systems.
* Maintain accurate documentation of technical procedures and support activities.
* Manage customer accounts, including quoting, invoicing, and software licensing.
* Demonstrate software applications to clients.
* Install and configure hardware such as printers and scanners.
4. Skills & Qualifications:
* Proven experience in software installation, repair, and troubleshooting.
* Proficient in Windows OS and Apple macOS platforms.
* Skilled in antivirus deployment, patch management, and networking.
* Ability to interpret technical manuals and schematics.
* Experience with backup and image management software.
* Advanced user of Microsoft Office Suite (Word, Excel, PowerPoint, Access).
* Capable of configuring VPNs and server/client hardware and software.
* Strong time management and multitasking abilities.
* Self-motivated and able to work independently.
* Quick learner with the ability to grasp technical concepts.
* Proficient in network cabling (CAT5/CAT6), patch panels, and cable termination.
* Experienced in remote support and troubleshooting.
* Familiar with Active Directory, security policies, TCP/IP, and subnetting.
* Full, clean driver's license.
* Physically capable of lifting equipment and boxes.
* Excellent customer service and communication skills.
* Strong analytical and problem-solving abilities.
* Third-level qualification in a relevant IT field.
5. Confidentiality:
All company and client information must be handled with the utmost confidentiality and discretion, both internally and externally.
6. Training & Development:
You are expected to participate in ongoing training to stay current with company products, policies, and procedures.
7. Flexibility & Change:
As INVENTISE operates in a dynamic environment, responsibilities may evolve. You are expected to be adaptable and open to change.