IT SUPPORT OFFICER

Role Overview

IT Support Officer at Napco National, providing technical support across the organization.

Role Purpose

Deliver responsive first-line and infrastructure support to business units, maintaining service levels and ensuring continuous operations through rapid problem resolution, equipment management, and knowledge sharing.

Key Responsibilities

Service Support & SLA Management

• Provide support to business units for services set in Service Level Agreements (SLA).
• Take immediate action in case of technical problems and maintain smooth operation.
• Provide flexible and responsive technical support across the company physically and remotely.

Equipment Setup & Maintenance

• Format and prepare laptops and desktops.
• Repair printers, scanners, and photocopiers before allocating to a third party.
• Install and configure all kinds of software for current and new users.
• Deliver and set up items to users in all business units.
• Assist customers in repairing and replacing equipment as necessary.

Infrastructure & Network Support

• Ensure first line of network, telecom, and infrastructure support including cabling, points, and testing.
• Communicate with network, laptop, desktop, and computer accessories suppliers to resolve cases when needed.

Project & Knowledge Management

• Handle IT-related projects given by the support manager and handle sites.
• Update knowledge base once a case or problem is resolved to help in faster response and resolution of similar future cases.

Stakeholder Support

• Help all IT representatives of all business units.