IT Technician

Overview

The IT Technician is responsible for providing end-user technical support, performing routine system administration tasks, monitoring network and device performance, and managing IT assets. This role requires strong troubleshooting abilities, effective communication skills, and the ability to work both independently and collaboratively.

Key Responsibilities
1. End-User Desk Support (Tier 1)

• Receive and respond to support requests via phone, email, or other communication channels.
• Log all incidents and service requests into the Vistek Service Desk system.
• Troubleshoot and resolve end-user issues in a timely manner.
• Provide technical guidance, basic training, and recommendations to users.
• Monitor and follow up on all logged tickets to ensure timely resolution.

2. Administration and Network Monitoring (Tier 2)

• Perform weekly logins to the Admin Portal to monitor network performance and system event logs.
• Review and analyze event logs to identify issues or abnormalities.
• Implement recommended corrective actions and solutions based on event log findings.
• Escalate critical network or system issues to Vistek Management when required.

3. New Recruit Support

• Create user accounts and access permissions upon receiving HR onboarding notifications.
• Configure and prepare laptops for new employees.
• Perform user profile setup for new or reassigned staff.

4. Resigned Staff Support

• Conduct IT exit clearance for departing employees.
• Terminate user accounts and configure email forwarding rules if necessary.
• Revoke all network and VPN access for resigned staff.
• Perform a final email backup and archive data to the QNAP server before account termination.

5. VPN Account Setup

• Process VPN requests upon receiving validated Remote Access Forms.
• Create and configure VPN accounts for approved users.

6. IT Procurement Verification & Justification

• Troubleshoot laptop and IT equipment issues to determine root causes.
• Recommend repair, replacement, or upgrade options based on findings.
• Prepare justification emails for management approval and coordinate with Procurement for purchase requests.
• Verify IT-related payment transactions for accuracy and compliance.

7. Asset Management

• Maintain and update IT asset records using the Fixed Asset Management system (Excel).
• Track equipment issuance, status, and movement across locations.

8. Wireless Device Management

• Register all new wireless devices into the Wireless Device inventory database.
• Prepare Wireless Device Issuance Forms and obtain user acknowledgements.
• Investigate damaged devices and propose repair or replacement recommendations.
• Submit approval requests to Vistek Management for replacement or new procurement.

Qualifications & Competencies

• Diploma or Degree in Information Technology, Computer Science, or related field.
• Minimum 1–2 years of IT support or helpdesk experience.
• Strong troubleshooting and problem-solving abilities for end-user computing and basic networking.
• Proficient in Windows operating systems, user account administration, and standard business software.
• Excellent communication and customer service skills; able to assist users at all levels.
• Strong documentation, accuracy, and attention to detail.
• Ability to multitask, work under minimal supervision, and manage priorities effectively.
• High level of professionalism, responsibility, and confidentiality in handling sensitive information.
• Proactive, resourceful, and service-driven approach to IT support.

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