ICT Customer Support Officer

About the Role

We are seeking a dedicated IT Support and Service Desk professional with hands-on Level 1/2 experience providing technical support across hardware, software, and networking environments. The ideal candidate is an adept hardware technician with exceptional ICT customer support skills, a high level of patience, and a strong capability for delivering clear, customer-focused communication. In this role, you will manage both L1 and L2 support queues, assist System Administrators, and coordinate seamlessly with internal teams and external vendors.

Key Responsibilities

Deliver Level 1 & 2 technical support in a fast-paced environment, answering support calls, logging tickets, and resolving complex hardware, software, and network issues.
Partake in hardware rollouts, executing large-scale Windows 11 deployments and enterprise-wide hardware refresh projects.
Perform SOE imaging and deploy new devices efficiently to minimize user downtime.
Assist System Administration efforts by managing user identity and access, including comprehensive onboarding and offboarding processes utilizing Active Directory and Microsoft 365.
Coordinate with everyone by collaborating cross-functionally with diverse internal teams and external vendors to handle complex escalations and ensure continuous service delivery.
Manage hardware procurement, installation, and maintenance, while maintaining accurate hardware and software inventories and tracking IT assets.
Resolve incoming support requests via ITSM platforms (e.g., ServiceNow), maintaining strict adherence to Service Level Agreements (SLAs) and established escalation protocols.
Support and troubleshoot corporate video conferencing setups, including Zoom, Microsoft Teams, 3CX, and Cisco Jabber.
Required Technical Skills

Operating Systems: High proficiency in navigating and troubleshooting both Windows OS and Mac OS, alongside experience in VMware and Linux.
Systems & Infrastructure: Skilled in Active Directory administration, Microsoft 365, Microsoft Intune, and basic Windows Server troubleshooting.
Support Tools: Hands-on experience with service and remote support applications, including ServiceNow, TeamViewer, Quick Assist, Zoho Desk, and AnyDesk.
Required Experience & Attributes

Proven background resolving customer concerns efficiently and professionally while fostering a supportive and cooperative work environment.
Strong time management and organizational skills to meet performance targets and SLAs in high-volume, fast-paced environments.
A proven track record of maintaining high standards of quality and efficiency, demonstrating the immense patience required for frontline IT support and end-user training.
Salary: $85K–$100K per annum
Required experience 2+ Years in a similar role.