Junior Technology Support Specialist (Restaurant Cluster)

Overview of the Role 🔍

The Junior Technology Support Specialist provides first-line technical support to end users by resolving hardware, software, network, and IT-related issues. The role ensures that all IT systems, devices, and applications are operational while delivering excellent service and supporting the daily operations of the business.

-This position will be based at our Head Office in Bagatelle for the Restaurant Cluster.

Key Responsibilities 📋

• •Provide advanced troubleshooting and resolution of hardware, software, and network issues.
• •Provide second and third-tier support for escalated issues from junior staff
• •Support and mentor junior IT support staff, providing guidance and training as needed
• •Coordinate with other IT team members to manage workload and ensure efficient operation of IT services
• •Respond to and resolve IT support tickets in a timely manner, ensuring high customer satisfaction.
• •Diagnose and resolve complex hardware, software, and network issues.
• •Configure user accounts, email accounts, and access permissions according to company policies and security protocols.
• •Maintain and troubleshoot network connectivity issues, including LAN, WAN, Wi-Fi, and VPN.
• •Perform routine maintenance and updates to ensure optimal performance of IT systems.
• •Collaborate with vendors and third-party service providers to resolve complex technical issues and escalate unresolved problems when necessary.
• •Develop and maintain an internal knowledge base for common issues and solutions
• •Move to different BUs (Business Outlets) to provide physical support where necessary
• •Maintain a professional and courteous demeanor while interacting with users
• •Stay abreast of industry trends, emerging technologies, and best practices.
• •Maintain accurate records of hardware and software inventory, including serial numbers, license keys, and warranty information.
• •Participate in team meetings, knowledge-sharing sessions, and training programs to stay informed about new technologies and best practices.
• •Foster a culture of continuous learning and IT literacy within the organisation by promoting self-service resources and online training opportunities.
• •Stay abreast of industry trends, emerging technologies, and best practices.
• •Escalate unresolved issues to senior IT staff when required.
• •Provide first-level technical support to employees via phone, email, remote support, and onsite visits.

Ideal Candidate Profile 🎯

• •Certificate or Diploma in Information Technology, Computer Science, or equivalent.
• •Certifications in relevant certifications like CompTIA Network+, CCNA, or Azure Administrator.
• •At least 2 years of experience in network and system support.
• •Knowledge in Computer hardware, Networks (devices and routing), Internet, Peripherals
• •Troubleshooting abilities.
• •Familiarity with monitoring tools and backup procedures.
• •Strong communication skills for collaboration and user interaction.