IT Support at Sucafina

• The IT Support will be responsible for providing technical assistance and support related to computer systems, hardware, or software. This role involves responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions. The IT Support Specialist will play a crucial role in ensuring the smooth operation of IT infrastructure and providing excellent user support to all Sucafina employees.

Key Responsibilities: 

Technical Support:

• Provide first-line technical support to end-users for hardware, software, network, and system issues, both remotely and in person.
• Respond to IT support requests (tickets, emails, phone calls) in a timely and professional manner.
• Diagnose and resolve technical issues related to operating systems (Windows, macOS), productivity software (Microsoft 365, Google Workspace), and business applications.
• Troubleshoot network connectivity issues (LAN, Wi-Fi), printers, and other peripheral devices.
• Escalate complex issues to senior IT staff or relevant third-party vendors when necessary.

System Administration & Maintenance:

• Install, configure, and maintain computer hardware, software, and peripherals.
• Perform routine system checks, updates, and backups to ensure data integrity and system security.
• Manage user accounts, permissions, and access rights in various systems.
• Assist in the deployment of new hardware and software solutions.
• Maintain an accurate inventory of IT assets.

Documentation & Training:

• Create and maintain clear technical documentation for IT procedures, common issues, and solutions.
• Develop user guides and FAQs to empower users to resolve minor issues independently.
• Conduct basic training sessions for employees on new software or IT best practices.

Security & Compliance:

• Adhere to company IT security policies and procedures.
• Assist in monitoring system security and reporting any suspicious activities.
• Ensure compliance with software licensing agreements.
• Collaboration:
• Work collaboratively with other IT team members and departments to ensure seamless IT operations.
• Participate in IT projects as assigned.

Qualifications

Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) are a significant plus.

Experience: 

• At least 2-4 years of experience in an IT support role, preferably in a corporate environment.
• Proven experience with troubleshooting Windows and macOS operating systems.
• Familiarity with Microsoft 365 administration (Exchange Online, SharePoint, Teams) or Google Workspace.
• Basic understanding of network concepts (TCP/IP, DNS, DHCP).