ACE IT Technician

Mid-Level | Full-Time | On-site

We are looking for a motivated and technically skilled IT technician to join our team. In this role, you will be the first and second point of contact for all IT-related issues across the organization, ensuring that our staff have reliable, efficient access to the technology they need to do their best work.

You will be responsible for diagnosing and resolving hardware, software, and network issues, managing user accounts, and contributing to the ongoing improvement of our IT environment. The ideal candidate is a strong communicator, a methodical problem-solver, and someone who takes pride in delivering excellent service.

Technical Support

•       Serve as the primary point of contact for all IT support requests via phone, email, and in person.

•     Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues in a timely manner.

•       Escalate complex or unresolved issues to senior IT staff or third-party vendors as appropriate.

•       Support and maintain desktops, laptops, printers, mobile devices, and peripherals.

•       Install, configure, and update software applications and operating systems (Windows / macOS).

User & Account Management

•       User email configurations.

•       Assist with onboarding and offboarding of staff, including workstation setup and equipment recovery.

Network & Infrastructure

•       Assist with basic network administration including switches, routers, Wi-Fi access points, and cabling

•       Monitor network performance and report issues to the IT Manager.

•       Support VPN configuration and remote access for staff working off-site.

Documentation & Asset Management

•       Maintain accurate records of IT assets, licenses, and inventory.

•       Document support procedures, known issues, and resolutions in the knowledge base.

•       Track and manage tasks through resolution, ensuring SLA targets are met.

Security & Compliance

•       Enforce IT security policies including password management, antivirus, and software updates.

•       Assist with data backup procedures and recovery testing.

•       Report potential security incidents or vulnerabilities to the IT Manager promptly.

Training & Communication

•       Provide basic IT guidance and training to end-users to promote self-sufficiency.

•       Communicate clearly with non-technical staff, translating technical issues into plain language.

•       Participate in IT projects, upgrades, and office moves as required.

•       Solid working knowledge of Windows 10/11, Microsoft 365, and Active Directory.

•       Experience with Point-of-Sale systems.

•       Understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN.

•       Ability to work independently and prioritize a varied workload under pressure.

•       Strong interpersonal and customer service skills.

•       Attention to detail and a methodical approach to problem-solving.

•       Experience with remote support tools

•       Basic understanding of database management software

•       Competitive salary package commensurate with experience.

•       Supportive team environment with opportunities for professional development.

•       Exposure to a broad range of technologies and business systems.

•       Study assistance and support for professional certifications.

•       Opportunity to grow within the organization as the IT function expands.

Only shortlisted candidates will be contacted.