IT Support Technician

Job Summary To deliver effective, timely, and professional first-line technical support to end-users across the organization, ensuring high availability of IT services and systems. The role focuses on executing day-to-day support tasks, maintaining IT infrastructure, and upholding service level agreements (SLAs) to enhance user satisfaction and operational continuity. IT Support Technicians are responsible for assisting with hardware and software troubleshooting, system installations, user provisioning, and infrastructure maintenance. They contribute to data security, backup integrity, and compliance with internal IT policies. By supporting IT asset tracking, documentation, and the delivery of core IT services such as printing, VoIP, and CCTV systems, technicians help ensure a stable and secure IT environment aligned with WastePlan's business objectives.

Responsibilities

User Support & Helpdesk Operations

• Provide first-line support for user issues including hardware, software, connectivity, and ERP system troubleshooting • Handle support tickets via the helpdesk system promptly and in alignment with SLA expectations • Assist in managing user account provisioning, deactivation, and routine account administration • Maintain high levels of customer service, ensuring clear communication and issue resolution • Update and utilize IT documentation, including internal FAQs and SOPs, to aid self-service and knowledge sharing • Travel to nearby sites when necessary to assist with in-person user support or issue resolution that cannot be completed remotely Infrastructure Setup and Maintenance

• Install and replace network equipment (routers, switches, APs) with minimal disruption
• Set up, configure, and maintain end-user devices (PCs, printers, phones, etc.)
• Support VoIP infrastructure by ensuring phone hardware and software extensions are functioning optimally
• Perform basic CCTV support tasks including infrastructure checks and uptime reporting
• Assist with the roll-out of time and attendance tracking devices nationally
• Travel to sites for the

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