• Provide Level 1 and Level 2 support for end users across head office, branch locations, and remote properties.
• Serve as the first line of response for all hardware, software, and network-related issues, escalating to the Systems Engineer or IT Support Manager as needed.
• Visit properties and job sites to deliver hands-on support, perform troubleshooting, and carry out installations.
• Respond to and resolve incidents and service requests in a timely, professional, and customer-focused manner, ensuring satisfaction.
• Maintain accurate records of support activities via the Helpdesk system, and ensure ticket SLAs are consistently met.
• Support the installation and configuration of desktop PCs, laptops, printers, VoIP phones, and other IT equipment.
• Perform routine checks on equipment and systems and assist in carrying out scheduled preventive maintenance.
• Assist the Systems Engineer in IT inventory tracking, asset tagging, and procurement coordination.
• Coordinate with third-party vendors for support and repairs under warranty or service contracts.
• Provide basic training and guidance to end users on commonly used software, tools, and IT policies.
• Perform other duties as assigned by the direct Manager.
• Qualifications & Experience
• Diploma or Bachelor's degree in Computer Science, Information Technology, or related field.
• 2–4 years of experience in IT support or a helpdesk role.
• Experience with Windows OS, Microsoft 365, basic networking, and office software.
• Hands-on troubleshooting skills in hardware, connectivity, and software issues.
• Preferred certifications: CompTIA A+, Microsoft MCP, or ITIL Foundation.
• Exposure to Active Directory, endpoint security, and remote support tools.
• Experience in LC, AV, security, and home automation systems is a plus.
• CTS (InfoComm) certification is a strong advantage.
Skills & Competencies
• Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting).
• Strong communication and interpersonal skills.
• High attention to detail with a focus on customer service.
• Ability to work independently and prioritize tasks effectively.
Willingness to travel to project and property sites as needed.
Is this role a fit for you?
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