Job Function:   

To provide comprehensive technical support to end-users and ensure the smooth operation of IT systems and infrastructure.

Key Responsibilities:

• Provide technical support by installing, configuring, and troubleshooting desktops, laptops, printers, and mobile devices to ensure uninterrupted daily operations.
• Deliver timely assistance for software and systems, including Windows, macOS, Microsoft Office, QuickBooks, internet browsers, and email applications.
• Support department-specific software and systems used in Finance, Accounting, Production, and other functional areas.
• Assist employees with user account management, including password resets, access rights, and login-related issues.
• Monitor the factory’s local area network (LAN), wireless systems, and switches, and resolve any connectivity or performance issues.
• Escalate unresolved or critical network and internet issues to the appropriate technical teams when necessary.
• Maintain and provide operational support for the factory’s CCTV and security systems to ensure continuous surveillance functionality.
• Coordinate with external vendors for specialized troubleshooting and maintenance of security and IT-related infrastructure.
• Ensure the proper functioning and synchronization of biometric attendance devices, such as fingerprint and facial recognition systems.
• Maintain accurate records of all IT assets, and oversee asset movements, repairs, and replacements as needed.
• Conduct research and liaise with vendors to recommend and procure IT equipment and services based on quality and cost-effectiveness.
• Plan proactively for the procurement of hardware and software, including computers, accessories, and network devices, to meet operational needs.
• Document technical support activities, maintain incident logs, and ensure Standard Operating Procedures (SOPs) are created and regularly updated.
• Prepare and submit regular weekly and monthly IT reports to the immediate supervisor, outlining key issues, resolutions, and ongoing initiatives.
• Support the setup of online meetings, digital equipment, and provide on-demand technical assistance in response to urgent or special IT requests.

Experience:

• Bachelor of Computer Technology (B.C.Tech) (or) Bachelor of Computer Science (B.C.Sc) (or) Related Field
• 3+ years proven experiences on managing IT infrastructure in a complex environment.

Skills:   

• Technical troubleshooting and infrastructure support
• Clear verbal and written communication
• Time management and prioritization
• Systematic documentation and reporting