Requisite Qualifications Qualified candidates are expected to possess the following;

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.

• Minimum of 2-4 years of experience in IT support or service desk environment

• Professional certifications such as ITIL Foundation Certification, CompTIA A+, Network+, Microsoft certifications, or related certifications will be an added advantage.

• Basic networking knowledge including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi troubleshooting, and VPN connectivity.

• Good understanding of Microsoft Windows Operating Systems, Microsoft Office Suite, Active Directory, remote support tools and ticketing systems.

• Understanding of cybersecurity and access control best practices.

y responsibilities for the position are as hereunder:

• Serve as the Single Point of Contact for all IT-related issues and requests.

• Provide first-line technical support for incidents received through calls, emails, ticketing systems and walk-ins.

• Log, categorize, prioritize, troubleshoot and resolve incidents within agreed SLAs.

• Escalate unresolved incidents to 2nd line support teams or vendors while maintaining ownership of the incident lifecycle.

• Support Windows OS, Microsoft Office Suite, email systems, printers, VPN connectivity, network access and user accounts.

• Process and fulfil service requests including account creation, password resets, access provisioning and software installation.

• Provide remote support using approved tools and assist with installation/configuration of desktops, laptops, printers and mobile devices.

• Ensure compliance with access management policies and procedures.

• Perform basic network troubleshooting including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi and VPN connectivity.

• Maintain accurate support documentation, knowledge base articles, IT asset inventory and service records.

• Prepare and circulate IT service desk reports and performance updates.

• Work with internal teams and external vendors to ensure efficient service delivery and business continuity