IT SUPPORT OFFICER

Role Overview

IT Support Officer at Napco National, responsible for delivering end-user IT support and infrastructure services across the organization.

Role Purpose

Provide first-line technical support to business units, manage IT infrastructure and hardware, and ensure Service Level Agreements are met through responsive on-site and remote assistance.

Key Responsibilities

Support Services

• Provide support to business units for services set in Service Level Agreements (SLA).
• Deliver flexible and responsive technical support across the company, physically and remotely.
• Assist customers in repairing and replacing equipment as necessary.
• Help all IT representatives of all business units.

Hardware Management

• Format and prepare laptops and desktops.
• Repair printers, scanners, and photocopiers before allocating to a third party.
• Deliver and set up items to users in all business units.
• Communicate with network laptop, desktop, and computer accessories teams.

Software & Configuration

• Install and configure all kinds of software for current and new users.

Infrastructure & Network Support

• Ensure first-line network and telecom infrastructure support, including cabling, points, and testing.

Issue Resolution & Operations

• Take immediate action in case of technical problems and maintain smooth operation.
• Handle IT-related projects given by the support manager and handle sites.