Junior IT Support Officer

About the role

This entry‑level position provides first‑line technical support to clients, handling incidents and service requests from start to resolution. You will work alongside experienced engineers, gaining hands‑on experience with IT systems, networking and troubleshooting.

Key responsibilities

• Act as the primary point of contact for client support requests and incidents.
• Communicate clearly and courteously with clients throughout the support process.
• Log, track and close tickets using the helpdesk platform, ensuring service‑level targets are met.
• Perform initial diagnosis of hardware, software, network and connectivity issues.
• Provide regular status updates to clients during the incident lifecycle.
• Monitor helpdesk queues and prioritize tickets appropriately.
• Escalate complex issues to senior technical staff when required.
• Maintain accurate records of all support activities, communications and resolutions.
• Follow documented troubleshooting procedures and standard operating processes.

Required profile

• Strong customer‑service orientation with excellent written and verbal communication skills.
• High attention to detail and strong organisational abilities.
• Basic understanding of IT systems, networks and troubleshooting principles.
• Ability to work both independently and collaboratively within a team.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Network troubleshooting