Onsite IT Support
Description:
1.
Respond to Branch Osite IT Support Tickets o Review assigned incidents and service requests received via the ITSM Ticketing Tool, SMS, or email.
o Acknowledge requests and communicate with branch personnel for initial triage and clarification.
o Log start time, work performed, and resolution updates accurately in the ITSM Ticketing system.
2.
Perform On Site and Remote Troubleshooting of IT Issues o Diagnose and resolve common hardware, software, network, and peripheral issues affecting branch operations.
o Apply routine corrective actions such as reboots, cable checks, configuration adjustments, or software reinstalls.
o Replace consumables such as printer parts or UPS batteries when required.
o Proactively research and adapt to newly encountered technical issues.
3.
Escalate Complex or High Risk Technical Issues o Identify issues beyond assigned resolution capability or technical authority.
o Document troubleshooting steps performed prior to escalation.
o Escalate complex, recurring, or critical issues to Senior Branch IT Support or the IT Support Unit Supervisor for further action.
4.
Execute On Site Release and Deployment for Offline or Intermittent Branches o Perform on site system updates, application releases, and configuration deployments for branches with intermittent, limited, or no network connectivity.
o Execute deployments for offline, remote, and island branches where online or remote rollout is not possible.
o Follow approved release plans, deployment schedules, and standard procedures during on site execution.
o Validate system functionality and operational stability after deployment before confirming completion.
o Document deployment activities, encountered issues, and results in the ITSM system.
5.
Support Deployment and Retrieval of IT Equipment o Assist in setting up IT equipment during new installations, replacements, or upgrades under supervision.
o Retrieve defective, replaced, or redundant IT equipment and return to designated handoff or storage locations.
o Handle all equipment carefully to avoid damage during transport, especially for island or long distance branches.
6.
Perform Preventive Maintenance and IT Health Checks o Conduct scheduled preventive maintenance and monthly health checks using approved checklists.
o Perform basic corrective actions and document findings accurately.
o Identify early warning signs of system degradation or failure and report for further investigation.
7.
Support Asset Tagging and Inventory Documentation o Ensure all deployed IT equipment is properly tagged following asset management procedures.
o Validate serial numbers, asset details, and branch or user assignment before ticket closure.
o Report missing, damaged, or unaccounted assets to the IT Support Unit Supervisor.
8.
Follow IT Policies, Security Standards, and Safety Protocols o Adhere to IT policies, escalation procedures, operational guidelines, and safety standards at all times.
o Avoid unauthorized system changes or use of elevated privileges.
o Immediately report security, data privacy, or compliance concerns to the appropriate teams.
9.
Provide Basic End User Assistance and IT Guidance o Assist branch staff with basic troubleshooting steps as needed.
o Explain proper device handling, shutdown, start up, and connectivity practices.
o Promote secure and responsible use of IT systems and equipment.
10.
Update and Close Tickets with Complete Documentation o Update tickets with clear resolution steps, time spent, and actions taken.
o Attach supporting photos or documentation when required.
o Close tickets only after confirming resolution and acceptance with the branch or end user.
11.
Provide Support for CCTV and Basic Electrical Connectivity (When Required) o Support maintenance, and data retrieval activities for CCTV systems when requested.
o Assist in basic electrical layout verification and connectivity related to IT equipment, following safety guidelines.
12.
The employee may perform any other tasks assigned by the immediate supervisor as necessary.
Qualifications: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
At least 2 years of experience in onsite IT support, desktop support, or technical support.
Strong knowledge of Windows 10/11 administration.
Experience supporting Microsoft 365 and Office applications.
Familiarity with Active Directory and user account administration.
Experience troubleshooting desktops, laptops, printers, and network devices.
Knowledge of TCP/IP, DNS, DHCP, VPN, and basic networking concepts.
Experience using ticketing systems such as ServiceNow, Jira Service Management, or Freshservice.
Strong troubleshooting and analytical skills.
Excellent communication and customer service skills.
Ability to prioritize multiple support requests in a fast-paced environment.
Job Type: Full-time