Role Overview

We are seeking a dedicated ICT Customer Support Officer to provide frontline technical assistance and support to our users. The ideal candidate will be responsible for diagnosing hardware and software issues, implementing solutions, and ensuring the smooth operation of our IT systems.

Key Responsibilities

1. Provide first-level technical support to customers via phone, email, and ticketing systems for internet, VoIP, and network services.
2. Diagnose and resolve hardware, software, and connectivity issues, escalating complex matters to higher-level ICT specialists when required.
3. Assist with installation, configuration, and troubleshooting of modems, routers, and VoIP devices for business and residential clients.
4. Monitor and respond to service interruptions, ensuring timely updates are provided to affected customers.
5. Document incidents, service requests, and resolutions accurately in the company’s helpdesk/CRM system.
6. Guide customers in the use of ICT systems and services, providing clear instructions to non-technical users.
7. Coordinate with field technicians and network engineers to resolve escalated cases requiring onsite or advanced technical intervention.
8. Perform routine system checks and maintenance tasks, including password resets, user access management, and security updates.
9. Assist in setting up and maintaining customer accounts, billing-related enquiries, and service provisioning.
10. Contribute to knowledge base resources by drafting FAQs, troubleshooting guides, and support documentation.
11. Follow ICT security protocols and company policies to protect sensitive customer and business data.
12. Identify recurring issues and provide feedback to management for continuous improvement of products, processes, and customer experience.

Requirements

1. Tertiary qualification in Information Technology or a related field, or equivalent industry experience.
2. Proven experience in a similar IT support role.
3. Strong knowledge of Windows and macOS operating systems.
4. Familiarity with networking concepts and troubleshooting.
5. Excellent problem-solving and communication skills.
6. Ability to work independently and as part of a team.

What We Offer

1. A collaborative and supportive work environment.
2. Opportunities for professional development and career progression.
3. Flexible working arrangements to promote work-life balance.
4. Competitive salary and benefits package.