Summary: This role involves managing incidents, providing customer service, and performing system administration to ensure smooth IT operations. Highlights: 1. Hybrid of technical and soft skills required for IT support 2. Focus on reactive, proactive, and administrative IT tasks 3. Opportunity to troubleshoot hardware, software, and networking issues **Core Responsibilities** The role can be broken down into three main areas: **Reactive** (fixing what’s broken), **Proactive** (preventing issues), and **Administrative** (managing assets). **1\. Incident Management (Troubleshooting)** * **Hardware:** Diagnosing and repairing issues with desktops, laptops, printers, mobile devices, servers, and peripherals. * **Software:** Installing, updating, and troubleshooting operating systems (Windows, macOS, Linux) and business applications (Microsoft 365, Adobe, CRM software). * **Networking:** Troubleshooting connectivity issues, VPN access, Wi\-Fi signals, and basic router/switch configurations. * **Account Management:** Resetting passwords, unlocking accounts, and managing user permissions in Active Directory or Azure AD. **2\. Customer Service \& Communication** * **Ticketing System:** Managing a queue of support tickets, prioritizing issues based on urgency (e.g., a single forgotten password vs. a whole office unable to work). * **Remote \& Desk\-side Support:** Assisting users via phone, chat, remote desktop tools, or in person. * **Documentation:** Creating user guides (wikis) and documenting solutions in a knowledge base to reduce repeat issues. **3\. System Administration \& Maintenance** * **Onboarding/Offboarding:** Setting up new employee accounts and equipment (laptops, monitors, badges) and deactivating accounts for departing staff. * **Asset Management:** Tracking inventory of hardware and software licenses to ensure compliance. * **Security:** Ensuring endpoints meet security standards (installing antivirus, applying patches, enforcing multi\-factor authentication). **Required Skills** IT Support requires a hybrid of technical hard skills and soft skills. **Technical:** * **Operating Systems:** Proficiency in Windows 10/11 and macOS; familiarity with Linux is a plus. * **Active Directory:** Managing users, groups, and organizational units. * **Microsoft 365 / Google Workspace:** Administering email, SharePoint/Drive, and Teams. * **Networking Fundamentals:** Understanding of DNS, DHCP, TCP/IP, and basic firewall concepts. * **Hardware:** Ability to replace RAM, hard drives, and troubleshoot physical failures. **Soft Skills (Often more important than technical skills):** * **Patience:** Users are often frustrated; the ability to remain calm is critical. * **Communication:** Translating technical jargon into plain English so non\-technical users understand the solution. * **Problem Solving:** The ability to search for answers (Google\-fu) and think logically through layers of the OSI model to isolate faults. * **Empathy:** Understanding that a "broken computer" is preventing someone from doing their job. Job Types: Full\-time, Part\-time Pay: RO9,000\.000 \- RO15,000\.000 per year Expected hours: 40\.0 per week Work Location: In person